L1 HelpDesk Support Specialist
Remote
Job Summary
Provide Level 1 technical support via ticketing system, email, or phone to users of the SaaS-based Transportation Management System. Log, categorize, and escalate technical issues following internal support procedures while assisting customers with basic system navigation, common errors, and general functionality. Monitor open support requests, document all interactions in the internal knowledge base, and collaborate with Level 2 support and product teams to escalate recurring issues. Participate in scheduled training sessions focused on Salesforce and Revenova platforms. Maintain a strong customer-first attitude while working independently in a fast-paced environment with excellent English communication skills.
Required Qualifications
- 1–2 years of IT support or help desk experience
- Preious experience with Salesforce CRM or similar platforms
- Willingness to learn Revenova and industry-specific tools
- Exposure to Windows operating systems and basic technical troubleshooting
- Strong communication skills in English (B2 or above), both written and verbal
- Ability to work independently and collaboratively in a fast-paced environment
- Experience working with ticketing systems or service platforms
- Experience with SaaS products or cloud-based applications
- Experience with CRM systems and support processes
- Prior support experience in the logistics or transportation industry
Desired Qualifications
- Excellent problem-solving and analytical skills
- Strong communication and collaboration abilities, with the capacity to work effectively across different time zones
- Demonstrates a willingness to learn and grow
- Highly motivated to build upon existing work and set new benchmarks
- Takes responsibility and drives projects forward with a strong sense of accountability
- High emotional intelligence and empathy for the customer
- Sense of urgency and follow-through on tasks
- Ability to multitask while staying the course and following through on priorities
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