IT Help Desk Specialist

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

📋 Description

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

• Oversee the help desk dashboard, ensuring that open tickets, pending requests, and system alerts are maintained at zero.

• Resolve the majority of support tickets and escalate remaining issues after conducting thorough investigations.

• Set up and deactivate user accounts across platforms such as Salesforce, Vonage, SMS Magic, and others.

• Troubleshoot issues related to calling, callbacks, and voicemails, coordinating with Vonage support when necessary.

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

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

• Process requests for the deletion of call recordings in accordance with privacy policies.

• Correct sales and order records when automated checks reveal discrepancies.

⛳️ 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 abilities.

• Proven ability to work independently, demonstrating self-motivation, organization, and effective time management.

• Exceptional written and verbal communication skills in English.

• Must have reliable internet and a quiet workspace to accommodate the full schedule from 7:30 AM to 3:30 PM US Central Time.

• Salesforce Administrator certification is a plus.

• Experience with Vonage Contact Center (VCC) or other cloud contact center platforms is advantageous.

• Familiarity with SMS platforms, telecom, or phone number management is a plus.

• Experience in supporting sales teams is desirable.

🏝️ Benefits

• Flexible remote work options available.

• Enjoy autonomy with minimal supervision.

• We welcome international applicants.

• Engage as an independent contractor.