Helpdesk Support Agent

Job Description:

  • Provide first-line support and troubleshooting for business applications, primarily Salesforce and NetSuite
  • Process user access requests, permission updates, and support inquiries through Slack, Zendesk, and internal admin tools
  • Document, categorize, and tag support interactions and tickets accurately
  • Investigate complex technical or process-related issues and escalate them to Product Management, Order to Cash, Deal Desk, and Systems Engineering
  • Collaborate with cross-functional teams and the Help Desk team to coordinate issue resolution
  • Stay current on system features, operational updates, and documented best practices through training and knowledge sharing
  • Assist with testing new processes or system updates
  • Contribute to knowledge base documentation
  • Support user onboarding and access setup as required

Requirements:

  • 2–3 years of experience in live chat customer service, technical customer support, or internal helpdesk environments
  • Hands-on Salesforce experience supporting users, managing records, and troubleshooting basic permissions and issues
  • Hands-on NetSuite experience resolving user support issues and navigating business workflows
  • Experience managing and prioritizing support queues in Zendesk or similar ticketing platforms
  • Proven dependability with active online presence and consistent responsiveness during scheduled working hours
  • Strong, professional, service-oriented written English
  • Ability to communicate complex troubleshooting steps clearly via text-based platforms
  • Commitment to working standard US Central Time hours (8:00 AM–5:00 PM CT), Monday to Friday
  • Must be based in the Philippines and observe Philippines holidays
  • Basic SQL querying capabilities, BigQuery/reporting platforms, Jira, sales workflows, Deal Desk, or Order-to-Cash processes are nice-to-have qualifications

Benefits:

  • Equipment provided
  • HMO
  • 13th month pay
  • Good work-life balance
  • Respectful work environment
  • Fully remote work arrangement
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