帮助台支持代理 [2631-407585]
Helpdesk Support Agent [2631-407585]
公司简介
LevelUp 是一家专业代理机构，为代理商、软件供应商和网站所有者提供外包解决方案。在过去七年中，我们成功与多家公司合作，提供有价值的技术、运营和后台支持。我们拥有一支技能娴熟且充满热情的专业团队，致力于为客户提供高质量的工作成果。
职位简介
Helpdesk Support Agent 是内部支持的主要接口，负责解决业务应用程序问题、管理用户访问权限，并通过 Slack 和 Zendesk 等实时聊天平台确保销售流程顺畅。该职位需要在 Salesforce 和 NetSuite 方面有丰富的经验，同时具备 2-3 年的实时聊天客户服务经验，以高效地解决问题、记录流程并把复杂工单转交给专门的工程和业务团队。
参考编号：2631-407585
职责
- 为内部团队提供业务应用程序使用的指导和故障排除支持。
- 通过 Slack、Zendesk 和管理工具处理系统访问请求和问题。
- 将复杂问题转交给相关部门，如产品管理、订单到现金、交易桌和系统工程。
- 记录并标记互动内容，以支持流程改进和报告。
- 与内部团队协作，确保无缝的支持体验。
- 通过培训和持续学习了解系统变更和最佳实践。
要求（必备条件）
- 关键要求：本职位需要在 Salesforce 和 NetSuite 中有丰富的实践经验。
- 2-3 年的实时聊天客户服务经验
- 熟悉销售流程和业务应用程序。
- 熟练使用 Zendesk、Slack 和管理工具进行故障排除和问题解决。
- 强大的分析和解决问题的能力。
- 出色的书面和口头沟通能力。
- 能够优先处理任务并高效处理多个问题。
- 有记录和标记支持互动的经验，用于报告和流程优化。
加分项
- 数据与分析：有 SQL 和/或 BigQuery 的经验，以支持报告和数据分析
- 有在 SaaS、技术或销售驱动环境工作的经验。
- 熟悉 CRM 和订单管理系统。
- 熟悉 Jira 用于问题跟踪和流程管理
查看英文原文
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
Originally posted on Himalayas