Helpdesk Support Agent

About this role

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.