Helpdesk Support Agent

About This Opportunity

We are representing a confidential technology services organization seeking a Helpdesk Support Agent to join their internal operations team. This fully remote position is based in the Philippines and follows a shifting schedule aligned with US Central Time.

Our client provides critical business application support to sales and operations teams, and they need an experienced professional who can troubleshoot systems, manage user access, and deliver excellent service through live chat platforms.

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, including 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 ongoing training

What We're Looking For

Must-Have Requirements:

• Critical: Proven, extensive experience working within Salesforce and NetSuite
• 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 documenting and tagging support interactions for reporting and process optimization

Nice-to-Have Qualifications:

• Experience with SQL and/or BigQuery to support reporting and data analysis
• Background in a SaaS, technology, or sales-driven environment
• Familiarity with CRMs and order management systems
• Experience with Jira for issue tracking and workflow management
• Previous experience in an internal IT or business applications support role
• Typing speed of at least 60 words per minute

How We Work with You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your experience with Salesforce, NetSuite, and live chat support. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the client directly, as all communication must go through our recruiting process.

Position Details

• Location: Philippines (fully remote)
• Schedule: 40-hour work week, shifting schedule (often afternoon or night shifts aligned with US Central Time)
• Equipment: Provided by the client
• Benefits: HMO + 13th month pay

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices and welcomes applications from all qualified candidates regardless of background.