IT Help Desk Specialist

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

📋 Description

• Maintain the help desk dashboard with zero open tickets, pending account requests, and system health alerts.

• Address the majority of support tickets and escalate unresolved issues after completing investigations.

• Create and deactivate user accounts across Salesforce, Vonage, SMS Magic, and additional tools.

• Diagnose calling, callback, and voicemail problems experienced by agents.

• Collaborate with Vonage support on existing cases.

• Oversee business phone number allocations, releases, and spam-label removal requests with AT&T, Verizon, and T-Mobile.

• Manage users and numbers within the business texting platform.

• Handle requests for the deletion of call recordings in accordance with privacy protocols.

• Rectify sales and order records when automated checks identify discrepancies.

• Act as the primary point of contact for over 150 users, managing accounts, phone setups, and support tickets.

⛳️ Requirements

• Minimum of 2 years of experience in IT help desk, technical support, or contact center roles.

• Strong preference for candidates with Salesforce experience, particularly in managing users, permissions, and records.

• Excellent troubleshooting capabilities.

• Proven ability to work independently, be self-motivated, organized, and manage time effectively.

• Exceptional written and verbal English communication skills.

• A reliable internet connection and a quiet workspace available throughout the full 7:30 AM to 3:30 PM US Central Time schedule.

• Salesforce Administrator certification is a plus.

• Familiarity with Vonage Contact Center (VCC) or other cloud contact center platforms is a plus.

• Experience with SMS platforms, telecom, or phone number management is advantageous.

• Background in supporting sales teams is a plus.

🏝️ Benefits

• Work fully remotely.

• Enjoy flexible autonomy with minimal supervision.

• International applicants are encouraged to apply.