IT帮助台专员 - 远程
IT Help Desk Specialist - Remote
IT 帮助台专员
- 地点：远程办公。欢迎国际申请人。
- 时间：周一至周五，美国中部时间上午7:30至下午3:30
- 类型：全职独立承包商
职位简介
我们在多个健康与保健品牌中设有销售和支持团队。他们所有的工作都依赖于 Salesforce、云电话系统和企业短信平台。当出现问题时，你就是解决问题的人。
你将作为150多名用户的第一个联系人：他们的账户、电话设置以及支持工单。你只会升级那些确实需要系统变更的问题。
我们如何工作
这个职位适合不需要被管理的人。不会给你每天的任务清单。你的工作内容会显示在一个仪表盘上，包括所有开放的工单、待处理的请求和系统警报，你的目标是保持仪表盘为空。
我们寻找这样的人：
- 一天开始时先查看仪表盘，而不是等待指示
- 在提问前自己先想办法解决
- 能够自主管理时间和优先级，知道哪些事情紧急，哪些可以等到下午处理
- 不需要提醒就能完成任务，并与提出问题的人确认问题已解决
- 可以被信任拥有公司所有工具的管理员权限
如果你在有明确责任且较少监督的情况下能发挥最佳水平，这就是你的工作。
你会做的事情
- 保持帮助台仪表盘为零：开放的工单、待处理的账户请求和系统健康警报
- 自己解决大部分支持工单，并在完成调查后升级其余工单
- 在人员入职、转岗或离职时，在 Salesforce、Vonage、SMS Magic 和其他工具中设置和删除用户账户
- 与代理一起排查通话、回拨和语音邮件问题，并与 Vonage 支持团队处理未解决的案例
- 管理我们的商业电话号码：分配、释放，以及向运营商（AT&T、Verizon、T-Mobile）申请垃圾信息标签移除
- 在我们的企业短信平台上维护用户和号码
- 按照我们的隐私流程处理删除通话记录的请求
- 当自动化检查标记出不匹配时，更正销售和订单记录
你需要具备的条件
- 2年以上 IT 帮助台、技术支持或客服中心支持经验
- 强烈建议有 Salesforce 经验，特别是管理用户、权限和记录的经验
- 强大的故障排除能力：你能从“它不能工作”这种模糊描述中找到原因并解决或清晰解释
- 有独立工作的记录：自我驱动
查看英文原文
IT Help Desk Specialist
- Location: Remote. International applicants welcome.
- Schedule: Monday to Friday, 7:30 AM to 3:30 PM US Central Time
- Type: Full-time independent contractor
About the role
We run sales and support teams across several health and wellness brands. Everything they do runs on Salesforce, a cloud phone system and a business texting platform. When something breaks, you're the one who fixes it.
You'll be the first point of contact for 150+ users: their accounts, their phone setup and their support tickets. You'll escalate only what truly needs a system change.
How we work
This role is built for someone who doesn't need to be managed. There's no daily task list handed to you. Your work lives on a dashboard that shows every open ticket, pending request and system alert, and your goal is to keep it empty.
We're looking for someone who:
- Starts the day by checking the dashboard, not by waiting for direction
- Figures things out before asking
- Manages their own time and priorities, and knows what's urgent and what can wait until the afternoon
- Follows through without reminders and closes the loop with the person who asked
- Can be trusted with admin access to the tools the whole company depends on
If you do your best work with clear ownership and little supervision, this is that job.
What you'll do
- Keep the help desk dashboard at zero: open tickets, pending account requests and system health alerts
- Resolve most support tickets yourself, and escalate the rest with the investigation already done
- Set up and remove user accounts across Salesforce, Vonage, SMS Magic and our other tools as people join, change roles or leave
- Troubleshoot calling, callback and voicemail issues with agents, and work with Vonage support on open cases
- Manage our business phone numbers: assignments, releases, and requesting spam-label removal with the carriers (AT&T, Verizon, T-Mobile)
- Maintain users and numbers in our business texting platform
- Process requests to delete call recordings under our privacy process
- Correct sales and order records when automated checks flag a mismatch
What you'll need
- 2+ years in IT help desk, technical support or contact center support
- Salesforce experience strongly preferred, especially managing users, permissions and records
- Strong troubleshooting skills: you can take a vague "it's not working," find the cause, and fix it or explain it clearly
- A track record of working independently: self-motivated, organized and good at managing your own time
- Excellent written and spoken English; most communication is written, in tickets and Slack
- Reliable internet and a quiet workspace for the full 7:30 to 3:30 CT schedule
Nice to have
- Salesforce Administrator certification
- Vonage Contact Center (VCC) or another cloud contact center platform
- SMS platforms, telecom or phone number management
- Experience supporting sales teams
Originally posted on Himalayas