Helpdesk Support Agent [2631-407585]

About the role

Levelup is hiring a support professional to handle internal technical inquiries and operational tasks for our clients. You will act as the first point of contact for troubleshooting business software and managing user permissions through live communication channels.

Key facts

What you'll do

• Guide internal staff through the use of various business applications.
• Handle access requests and technical troubleshooting using Slack, Zendesk, and administrative tools.
• Route difficult technical problems to specialized groups like Deal Desk, Order to Cash, Systems Engineering, and Product Management.
• Maintain accurate records of support interactions by tagging and documenting tickets to aid in reporting.
• Keep your knowledge current regarding system updates and operational procedures.

Requirements

• Demonstrated hands-on experience with both Salesforce and NetSuite.
• 2 to 3 years of professional experience in live chat customer support.
• Ability to work a shifting schedule, typically during afternoon or night hours, following US Central Time.
• Strong aptitude for analytical thinking and resolving complex issues.
• Clear written and verbal communication skills.
• Capability to manage multiple tasks and prioritize effectively.

Nice to have

• Technical skills in SQL or BigQuery for data reporting.
• Background in SaaS, technology, or sales-oriented companies.
• Prior use of Jira for workflow management and issue tracking.
• Experience with order management systems or additional CRMs.
• Previous work in internal IT or business application support.
• Typing speed of 60 words per minute or higher.

Skills & tools

• Salesforce
• NetSuite
• Zendesk
• Slack
• Admin tools
• Issue documentation and tagging

Practical notes

• This is a fully remote position.
• Equipment is provided by the company.
• Compensation includes HMO coverage and 13th month pay.
• Flexibility regarding the work schedule is required to meet client needs.