Senior Executive, Helpdesk prisma

The Roundtable on Sustainable Palm Oil (RSPO) is a global partnership to make palm oil sustainable. Today, the RSPO is a global, non-profit organisation with over 6,000 voluntary members across 104 countries and territories, representing every link in the supply chain: oil palm producers, palm oil processors and traders, consumer goods manufacturers, retailers, banks and investors, environmental or nature conservation non-governmental organisations (NGOs), and social or developmental NGOs.

At RSPO, we believe that our success is built by the passion, dedication, skills, and expertise of our people. They are the ones who drive our organisation to new heights and guide us through the next phase of our development.

The Senior Executive, Helpdesk prisma supports the day-to-day operation of the prisma platform by providing timely, accurate, and professional support to RSPO members and system users. The role will be the key frontline interface between users and internal RSPO teams to ensure smooth certification, trade, and traceability workflows.

The location of this role is Kuala Lumpur, Malaysia.

KEY ROLES & RESPONSIBILITIES

Duties include but will not be limited to the following:

• Serve as the primary Helpdesk contact for prisma users operating in the Europe timezone.
• Handle certification, licensing, trade, stock, and traceability-related queries in accordance with RSPO Standards, SOPs, and system business rules.
• Perform issue triage and escalation, working closely with internal teams including Certification, Data Integrity, Training, and System Administrators.
• Support investigation of complex or recurring issues by providing accurate context, screenshots, logs, and structured problem descriptions.
• Contribute to Helpdesk knowledge base updates, FAQs, and internal reference materials.
• Support prisma onboarding, system socialisation, and user guidance as required.
• Ensure all cases are logged, tracked, and resolved in accordance with agreed service levels.
• This role works under normal working hours in Malaysia while supporting global Helpdesk operations

THE SUCCESSFUL APPLICANT

Education

• Degree qualified

Experience

• 2 - 4 years in a helpdesk, customer service, or IT support role, preferably in a regional/multilingual setting.

Technical and Professional Knowledge

• Familiarity with helpdesk platforms (e.g. Zendesk), ticketing protocols, and knowledge base usage.
• Awareness of RSPO certification processes and prisma system functionality is a plus.
• Able to understand and apply SOPs, with clear judgment on when to escalate.
• Proficient in Microsoft Office and working in digital-first environments.
• Strong written communication and task management skills.
• Proficiency in English is required; ability to communicate fluently in additional RSPO working languages (e.g., Bahasa Indonesia, Spanish, French, Mandarin) is highly desirable.

ESSENTIAL SKILLS

• Customer support and problem-solving
• Ticket logging and status tracking
• Written and verbal communication
• Attention to detail and documentation
• Time zone coordination and adaptability
• Internal collaboration and escalation handling

HOW TO APPLY

Qualified applicants are invited to send in their updated CV giving comprehensive details of educational background, work experience, and related achievements to [Confidential Information]. Please state Job Application - Senior Executive, Helpdesk prisma in your email subject line.

**RSPO is an equal opportunity employer. Due to the volume of applications received, only shortlisted candidates will be notified.