Helpdesk Support Agent 6-Month Fixed-Term Contract [2632-304138]

Responsibilities

First-Line Application Support: Provide dependable, timely support and troubleshooting for business applications, primarily focusing on user requests within Salesforce and NetSuite.

Access & Ticket Management: Process and manage user access requests, permission updates, and support inquiries arriving via Slack, Zendesk, and specialized admin tools.

Meticulous Documentation: Document, categorize, and tag all support interactions and tickets accurately to maintain high-quality system records and enable continuous process improvement.

Effective Escalations: Investigate complex technical or process-related issues, gather necessary details, and escalate them efficiently to Product Management, Order to Cash, Deal Desk, and Systems Engineering.

Proactive Collaboration: Work closely with cross-functional teams and the immediate Help Desk team to coordinate prompt issue resolution and ensure alignment.

Continuous Learning: Stay fully updated on new system features, operational updates, and documented best practices through ongoing training and knowledge-sharing sessions.

Ad Hoc Operations Support: Assist with testing new processes or system updates, contribute to knowledge base documentation, and support user onboarding and access setups as required.

Requirements

Experience: A minimum of 2–3 years of experience in live chat customer service, technical customer support, or internal helpdesk environments.

Salesforce Proficiency: Critical hands-on experience supporting users, managing records, and troubleshooting basic permissions and issues within Salesforce.

NetSuite Proficiency: Strong familiarity and hands-on experience resolving user support issues and navigating business workflows in NetSuite.

Ticketing Tools: Experience managing and prioritizing support queues in Zendesk or similar ticketing platforms, ensuring strict adherence to ticket hygiene and tagging standards.

Uncompromising Reliability: A proven track record of dependability. You must maintain an active online presence and be consistently responsive during scheduled working hours, with zero tolerance for going missing in action (MIA) or abandoning active support chats.

Communication Skills: Strong, professional, and service-oriented written English. Ability to communicate complex troubleshooting steps clearly via text-based platforms (Slack, Zendesk).

Work Schedule: Absolute commitment to working standard US Central Time hours (8:00 AM – 5:00 PM CT), Monday to Friday.

Location/Holiday Alignment: Must be based in the Philippines and aligned with observing Philippines Holidays.

Nice-to-Have - SQL Knowledge: Basic SQL querying capabilities for troubleshooting and data-related analysis.

Nice-to-Have - Data Analysis: Experience with BigQuery or general reporting platforms.

Nice-to-Have - Task Management: Familiarity with Jira for issue tracking and development workflows.

Nice-to-Have - Operational Workflows: Experience or familiarity with sales workflows, Deal Desk, or Order-to-Cash (O2C) processes.

Additional Information

This is a fully remote position with a standard 40-hour fixed-schedule work week.

This is shifting schedule. The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.

We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.

This role follows the US Central Time

Equipment provided

HMO + 13th month pay