Helpdesk Support Agent 6-Month Fixed-Term Contract [2632-304138]
RemotePhilippines
Job Summary
Troubleshoot user issues and manage access requests for Salesforce and NetSuite applications via Slack, Zendesk, and admin tools. Document and categorize all support interactions to maintain system records, then escalate complex technical or process-related problems to Product Management, Order to Cash, and Systems Engineering. Collaborate with cross-functional teams to coordinate issue resolution, assist with testing new processes, and support user onboarding as required. Maintain an active online presence throughout standard US Central Time hours (8:00 AM – 5:00 PM CT) Monday to Friday, with flexibility for afternoon or night shifts depending on client assignment. This six-month fixed-term contract offers exposure to enterprise-grade platforms within a collaborative, well-being-focused remote environment.
Required Qualifications
- 2–3 years of experience in live chat customer service, technical customer support, or internal helpdesk environments
- Critical hands-on experience supporting users, managing records, and troubleshooting basic permissions and issues within Salesforce
- Strong familiarity and hands-on experience resolving user support issues and navigating business workflows in NetSuite
- Experience managing and prioritizing support queues in Zendesk or similar ticketing platforms, ensuring strict adherence to ticket hygiene and tagging standards
- A proven track record of dependability
- Must maintain an active online presence and be consistently responsive during scheduled working hours
- Strong, professional, and service-oriented written English
- Ability to communicate complex troubleshooting steps clearly via text-based platforms (Slack, Zendesk)
- Absolute commitment to working standard US Central Time hours (8:00 AM – 5:00 PM CT), Monday to Friday
- Must be based in the Philippines
- Must be aligned with observing Philippines Holidays
Desired Qualifications
- Basic SQL querying capabilities for troubleshooting and data-related analysis
- Experience with BigQuery or general reporting platforms
- Familiarity with Jira for issue tracking and development workflows
- Experience or familiarity with sales workflows, Deal Desk, or Order-to-Cash (O2C) processes
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