Helpdesk Support Agent

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver first-level support and troubleshooting for business applications, mainly Salesforce and NetSuite.

• Manage user access requests, permission modifications, and support inquiries via Slack, Zendesk, and internal administrative tools.

• Accurately document, categorize, and tag support interactions and tickets.

• Investigate intricate technical or process-related problems and escalate them to Product Management, Order to Cash, Deal Desk, and Systems Engineering.

• Collaborate with cross-functional teams and the Help Desk team to ensure effective issue resolution.

• Keep up-to-date on system features, operational updates, and best practices through training and knowledge sharing.

• Assist in testing new processes or system updates.

• Contribute to the documentation of the knowledge base.

• Support user onboarding and access configuration as needed.

⛳️ Requirements

• 2–3 years of experience in live chat customer service, technical customer support, or internal helpdesk settings.

• Practical experience with Salesforce, including user support, record management, and troubleshooting basic permissions and issues.

• Hands-on experience with NetSuite to resolve user support issues and navigate business workflows.

• Experience in managing and prioritizing support queues in Zendesk or comparable ticketing systems.

• Demonstrated reliability with an active online presence and consistent responsiveness during scheduled working hours.

• Strong, professional, service-oriented written English skills.

• Ability to clearly communicate complex troubleshooting steps via text-based platforms.

• Commitment to working standard US Central Time hours (8:00 AM–5:00 PM CT), Monday through Friday.

• Must reside in the Philippines and observe Philippine holidays.

• Basic skills in SQL querying, BigQuery/reporting platforms, Jira, sales workflows, Deal Desk, or Order-to-Cash processes are advantageous qualifications.

🏝️ Benefits

• Equipment provided.

• HMO coverage.

• 13th month pay.

• Good work-life balance.

• Respectful work environment.

• Fully remote work arrangement.