IT Help Desk Specialist - Remote

Tribe Wellness Sales; São Paulo; À distance; BRL 186 000 - 298 000; Plein temps

Résumé du poste

Tribe Builders, Inc. is hiring an IT Help Desk Specialist to support remote teams across health brands. You will manage Salesforce users, phone setups, and support tickets for 150+ users, aiming to resolve most issues directly and escalate only when needed.

You will work autonomously on a dashboard showing open tickets, health alerts, and requests, ensuring timely resolution with clear communication and ownership.

Qualifications

• 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: identify, isolate and explain issues clearly.
• Track record of working independently with good time management.
• Excellent written and spoken English; primary communication via tickets and Slack.

Responsabilités

• Keep the help desk dashboard at zero: open tickets, pending requests and system health alerts.
• Resolve most tickets independently, elevating only after investigation.
• Set up and remove user accounts across Salesforce, Vonage, SMS Magic and other tools.
• Troubleshoot calling, callback and voicemail issues with agents and Vonage support.
• Manage business phone numbers: assignments, releases and spam-label removals with carriers.
• Maintain users and numbers in our business texting platform.
• Process requests to delete call recordings under privacy policy.
• Correct sales and order records when automated checks flag mismatches.

Connaissances

IT help desk

Salesforce experience

Troubleshooting

Independent worker

English proficiency

Outils

Salesforce

Vonage

SMS Magic

Description du poste

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 elevate 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 elevate 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