IT Help Desk Specialist

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

📋 Description

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

• Oversee the help desk dashboard, ensuring open tickets, pending account requests, and system health alerts remain at zero.

• Address the majority of support tickets directly and escalate unresolved issues after conducting thorough investigations.

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

• Diagnose calling, callback, and voicemail problems with agents, coordinating with Vonage support as necessary.

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

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

• Handle call-recording deletion requests in compliance with privacy protocols.

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

⛳️ 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 managing users, permissions, and records.

• Excellent troubleshooting abilities.

• Proven ability to work independently; self-motivated, organized, and capable of managing personal time effectively.

• Exceptional written and verbal communication skills in English.

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

• Salesforce Administrator certification is a plus.

• Experience with Vonage Contact Center (VCC) or another cloud contact center platform is beneficial.

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

• Previous experience supporting sales teams is a plus.

🏝️ Benefits

• Opportunity for fully remote work.

• Autonomy and the ability to work independently.

• Welcoming environment for international applicants.