IT Help Desk Specialist

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

📋 Description

• Maintain the help desk dashboard to ensure it is at zero, which includes managing open tickets, pending account requests, and system health alerts.

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

• Create and deactivate user accounts across platforms such as Salesforce, Vonage, SMS Magic, and other tools.

• Diagnose issues related to calling, callbacks, and voicemails with agents while coordinating with Vonage support.

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

• Administer users and phone numbers within the business texting platform.

• Handle call-recording deletion requests as part of the privacy process.

• 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

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

• Strong preference for candidates with Salesforce experience, particularly in user management, permissions, and record handling.

• Excellent troubleshooting abilities.

• Proven ability to work independently; must be self-motivated, organized, and skilled in time management.

• Exceptional written and spoken English skills.

• Access to reliable internet and a quiet workspace is essential for the full schedule from 7:30 AM to 3:30 PM US Central Time.

• Salesforce Administrator certification, experience with Vonage Contact Center (VCC) or similar cloud contact center platforms, SMS platforms, telecom or phone number management, and experience in supporting sales teams are beneficial.

🏝️ Benefits

• Opportunity for remote work.

• Enjoy autonomy with minimal supervision.

• Open to international applicants.

• Reliable internet and a quiet workspace are required (not classified as a benefit).