Helpdesk Support Agent [2631-407585]
RemoteUnited States
Job Summary
Provide guidance and troubleshooting support to internal teams on business applications usage, managing system access requests and resolving issues via Slack, Zendesk, and admin tools. Escalate complex issues to relevant departments such as Product Management, Order to Cash, Deal Desk, and Systems Engineering. Document and tag interactions to support process improvement and reporting while collaborating with internal teams to ensure a seamless support experience. Stay updated with system changes and best practices through training and ongoing learning. This fully remote role follows US Central Time with a standard 40-hour fixed schedule or shifting afternoon/night schedules depending on client assignment.
Required Qualifications
- Proven experience working extensively within Salesforce and NetSuite
- 2-3 years of live chat customer service experience
- Familiarity with sales processes and business applications
- Proficiency with Zendesk, Slack, and admin tools for troubleshooting and issue resolution
- Strong analytical and problem-solving skills
- Excellent written and verbal communication abilities
- Ability to prioritize tasks and handle multiple issues efficiently
- Experience in documenting and tagging support interactions for reporting and process optimization
- Flexibility when it comes to schedule
- This role follows the US Central Time
Desired Qualifications
- Experience with SQL and/or BigQuery to support reporting, data
- Experience working in a SaaS, technology, or sales-driven environment
- Familiarity with CRMs and order management systems
- Familiarity with Jira for issue tracking and workflow management
- Previous experience in an internal IT or business applications support role
- Typing speed of at least 60 words per minute (WPM)
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