Helpdesk Support Agent 6-Month Fixed-Term Contract

Remote; San Francisco (CA); Remote; USD 45,000 - 67,000; Full time

Benefits offered by this job

HMO + 13th month pay

Equipment provided

Job summary

LevelUp is a specialist outsourcing agency seeking a reliable Helpdesk Support Agent for a 6-month fixed-term contract. You will be the first point of contact for internal teams, handling Salesforce and NetSuite support, access requests, and ticketing through Slack and Zendesk.

You will document interactions, escalate complex issues, and collaborate with cross-functional teams to ensure smooth operations while staying updated on system features and best practices.

Qualifications

• 2–3 years of experience in live chat customer service, technical customer support, or internal helpdesk environments.
• Salesforce proficiency: hands-on support, records management, and basic permissions troubleshooting.
• NetSuite proficiency: hands-on support and workflow navigation in NetSuite.
• Ticketing tools: experience with Zendesk or similar ticketing platforms with proper hygiene and tagging.
• Uncompromising reliability: active online presence and responsiveness during scheduled hours.
• Strong written English for communication via Slack, Zendesk, etc.
• Work schedule: US Central Time hours 8:00 AM–5:00 PM CT, Mon–Fri.
• Location alignment: based in the Philippines and aligned with Philippines holidays.
• Nice-to-have: SQL knowledge for troubleshooting and data analysis.
• Nice-to-have: data analysis with BigQuery or reporting tools.
• Nice-to-have: Jira familiarity for issue tracking.

Responsibilities

• First-Line Application Support for business apps, especially Salesforce and NetSuite.
• Access & ticket management via Slack, Zendesk, and admin tools.
• Meticulous documentation and tagging of interactions for records quality.
• Effective escalations to Product Management, Order to Cash, Deal Desk, and Systems Engineering.
• Proactive collaboration with cross-functional teams and Help Desk colleagues.
• Continuous learning through training and knowledge-sharing sessions.
• Ad hoc operations support, testing new processes, and onboarding users.

Skills

Live chat support

Salesforce

NetSuite

Zendesk

English communication

CT timezone coordination

Tools

Slack

Jira

SQL (basic)

BigQuery

Job description

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 have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.

Position Overview

We are seeking a highly reliable, proactive, and detail-oriented Helpdesk Support Agent to join our team at LevelUp for a 6-month fixed-term contract. In this role, you will serve as the first point of contact for internal teams of LevelUp's clients, providing critical first-line support for core business applications.

Your primary mission will be to ensure that internal operations and sales processes run seamlessly and without disruption. Operating in a fast-paced but methodical remote environment, you will troubleshoot user issues, manage access requests, and resolve support tickets through Slack, Zendesk, and other internal admin tools. Because you will be supporting internal stakeholders across various business units, maintaining high responsiveness, outstanding written communication, and an active online presence throughout your shift is essential for success.

This contract is an excellent opportunity to deepen your technical expertise in enterprise-grade platforms such as Salesforce and NetSuite while working within a collaborative, structured, and fast-growing team. Please note that this is a 6-month fixed-term contract with no guarantee of conversion to a permanent position.

Responsibilities

• First-Line Application Support: Provide dependable, timely support and troubleshooting for business applications, primarily focusing on user requests within Salesforce and NetSuite.

• Access & Ticket Management: Process and manage user access requests, permission updates, and support inquiries arriving via Slack, Zendesk, and specialized admin tools.

• Meticulous Documentation: Document, categorize, and tag all support interactions and tickets accurately to maintain high-quality system records and enable continuous process improvement.

• Effective Escalations: Investigate complex technical or process-related issues, gather necessary details, and elevate them efficiently to Product Management, Order to Cash, Deal Desk, and Systems Engineering.

• Proactive Collaboration: Work closely with cross-functional teams and the immediate Help Desk team to coordinate prompt issue resolution and ensure alignment.

• Continuous Learning: Stay fully updated on new system features, operational updates, and documented best practices through ongoing training and knowledge-sharing sessions.

• Ad Hoc Operations Support: Assist with testing new processes or system updates, contribute to knowledge base documentation, and support user onboarding and access setups as required.

Requirements

• Experience: A minimum of 2–3 years of experience in live chat customer service, technical customer support, or internal helpdesk environments.

• Salesforce Proficiency: Critical hands-on experience supporting users, managing records, and troubleshooting basic permissions and issues within Salesforce.

• NetSuite Proficiency: Strong familiarity and hands-on experience resolving user support issues and navigating business workflows in NetSuite.

• Ticketing Tools: Experience managing and prioritizing support queues in Zendesk or similar ticketing platforms, ensuring strict adherence to ticket hygiene and tagging standards.

• Uncompromising Reliability: A proven track record of dependability. You must maintain an active online presence and be consistently responsive during scheduled working hours, with zero tolerance for going missing in action (MIA) or abandoning active support chats.

• Communication Skills: Strong, professional, and service-oriented written English. Ability to communicate complex troubleshooting steps clearly via text-based platforms (Slack, Zendesk).

• Work Schedule: Absolute commitment to working standard US Central Time hours (8:00 AM – 5:00 PM CT), Monday to Friday.

• Location/Holiday Alignment: Must be based in the Philippines and aligned with observing Philippines Holidays.

• Nice-to-Have - SQL Knowledge: Basic SQL querying capabilities for troubleshooting and data-related analysis.

• Nice-to-Have - Data Analysis: Experience with BigQuery or general reporting platforms.

• Nice-to-Have - Task Management: Familiarity with Jira for issue tracking and development workflows.

• Nice-to-Have - Operational Workflows: Experience or familiarity with sales workflows, Deal Desk, or Order-to-Cash (O2C) processes.

Additional 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