Company Overview

LevelUp stands as a premier specialist agency, offering robust outsourcing solutions to agencies, software vendors, and website owners across the globe. For more than seven years, we've built a strong reputation for successfully collaborating with diverse companies. We provide invaluable technical, operational, and back office support, consistently helping our clients achieve their goals. Our large team consists of skilled and passionate professionals, all deeply committed to delivering high quality work and exceptional service.

Position Overview

Imagine being the go-to person who keeps everything running smoothly behind the scenes for a dynamic, global team. That's exactly the kind of impact you'll have as our new Helpdesk Support Agent! This isn't just about fixing technical glitches; it's about empowering our internal teams worldwide, ensuring they have seamless access and support for the crucial business applications that drive our success. If you thrive on solving problems, love making a tangible difference, and are passionate about supporting colleagues, then this fully remote opportunity with LevelUp might be your perfect next step.

As our Helpdesk Support Agent, you will be the initial point of contact for internal support, a vital role within LevelUp. Your daily tasks will involve expertly troubleshooting business applications, efficiently managing user access, and ensuring our sales operations run without a hitch across platforms like Slack and Zendesk. Success in this role demands proven, extensive experience with Salesforce and NetSuite. Additionally, we are looking for candidates who possess two to three years of experience in live chat customer service, adept at resolving issues, meticulously documenting workflows, and promptly escalating complex tickets to our specialized engineering and business teams.

Key Responsibilities

Offer expert guidance and comprehensive troubleshooting support to internal teams regarding the use of various business applications.
Efficiently manage system access requests and skillfully resolve related issues using platforms like Slack, Zendesk, and administrative tools.
Provide proactive assistance for sales operations, addressing user inquiries and technical challenges to maintain seamless workflows.
Document detailed workflows, solutions, and common issues, contributing to an evolving knowledge base for improved efficiency.
Promptly identify and escalate more intricate technical problems to specialized engineering or business teams, ensuring timely resolution.
Act as a primary resource for all internal technical queries, delivering excellent support with a helpful and professional demeanor.
Collaborate closely with various departments to understand their needs and provide tailored support solutions.

Requirements

Demonstrated extensive experience with Salesforce, including administration and user support.
Proven in depth knowledge and practical experience with NetSuite.
Two to three years of solid experience in live chat customer service, adept at quick, clear, and effective communication.
Strong ability to troubleshoot complex business application issues and provide clear, actionable solutions.
Excellent communication skills, both written and verbal, with a keen eye for detail.
A proactive and problem solving mindset, always looking for ways to improve processes.
Ability to work independently and as part of a distributed, global team.
Comfortable working in a fully remote, international environment.

What You'll Gain

The opportunity to work in a fully remote setup, offering flexibility no matter where you are in the world.
Be a part of a dynamic, supportive, and international team dedicated to excellence.
Significant professional growth by becoming an expert in critical business applications and support processes.
A challenging yet rewarding role where your problem solving skills directly contribute to company wide efficiency.
Access to continuous learning and development resources.
A vibrant company culture that values collaboration, innovation, and high quality work.