IT Help Desk Specialist

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

📋 Description

• Act as the initial point of contact for over 150 users

• Maintain a help desk dashboard with zero open tickets by effectively managing pending account requests and system health notifications

• Address the majority of support tickets and escalate any unresolved issues after thorough investigation

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

• Diagnose and resolve calling, callback, and voicemail issues experienced by agents

• Collaborate with Vonage support on outstanding cases

• Oversee business phone numbers, including assignments, releases, and spam-label removal requests with AT&T, Verizon, and T-Mobile

• Manage users and numbers within the business texting platform

• Handle call-recording deletion requests in accordance with privacy protocols

• Rectify sales and order records when automated checks identify discrepancies

⛳️ Requirements

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

• Strong preference for candidates with Salesforce experience, particularly in user management, permissions, and records

• Excellent troubleshooting capabilities

• Proven history of working independently, demonstrating self-motivation, organization, and effective time management

• Outstanding written and verbal communication skills in English

• Dependable internet connection and a quiet workspace for the complete 7:30 AM to 3:30 PM US Central Time schedule

• Salesforce Administrator certification is a plus

• Familiarity with Vonage Contact Center (VCC) or similar cloud contact center platforms is advantageous

• Experience with SMS platforms, telecom, or phone number management is a bonus

• Previous experience supporting sales teams is a plus

🏝️ Benefits

• Fully remote work setup

• Independent contractor status

• Freedom and minimal supervision

• Open to international applicants