Helpdesk Support Agent

Company Overview

LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We boast a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.

Position Overview

The Helpdesk Support Agent serves as the primary line of internal support, responsible for troubleshooting business applications, managing user access, and ensuring smooth sales operations via live chat platforms like Slack and Zendesk.

Essential to this role is proven, extensive experience with Salesforce and NetSuite, alongside 2–3 years of live chat customer service experience to resolve issues, document workflows, and escalate complex tickets to specialized engineering and business teams. promptly and efficiently.

Reference: 2631-407585

Responsibilities

Provide guidance and troubleshooting support to internal teams on business applications usage.

Manage system access requests and resolve issues via Slack, Zendesk, and admin tools.

Escalate complex issues to relevant departments, such as Product Management, Order to Cash, Deal Desk, and Systems Engineering.

Document and tag interactions to support process improvement and reporting.

Collaborate with internal teams to ensure a seamless support experience.

Stay updated with system changes and best practices through training and ongoing learning.

Requirements (Must-haves)

Critical Requirement: Proven experience working extensively within Salesforce and NetSuite is essential for this role.

2-3 years of live chat customer service experience

Familiarity with sales processes and business applications.

Proficiency with Zendesk, Slack, and admin tools for troubleshooting and issue resolution.

Strong analytical and problem-solving skills.

Excellent written and verbal communication abilities.

Ability to prioritize tasks and handle multiple issues efficiently.

Experience in documenting and tagging support interactions for reporting and process optimization.

Nice-to-haves

Data & Analysis: Experience with SQL and/or BigQuery to support reporting, data

Experience working in a SaaS, technology, or sales-driven environment.

Familiarity with CRMs and order management systems.

Familiarity with Jira for issue tracking and workflow management.

Previous experience in an internal IT or business applications support role.

Typing speed of at least 60 words per minute (WPM)

More 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