About this role.
This Helpdesk Support Agent role provides internal technical support for business applications, focusing on Salesforce and NetSuite, through live chat and ticket systems. The position requires troubleshooting, access management, documentation, and escalation of complex issues to specialized teams. Ideal candidates have 2-3 years of live chat support experience and deep familiarity with sales processes and CRMs. This is a fully remote role following US Central Time, with an afternoon or night shifting schedule. The work environment emphasizes work-life balance and continuous learning.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Helpdesk Support Agent position at LevelUp. With over three years of live chat support experience and extensive hands-on use of Salesforce and NetSuite, I have developed a strong ability to troubleshoot business applications and manage user access efficiently. My proficiency with Zendesk, Slack, and documentation best practices allows me to resolve issues promptly while providing a seamless support experience. I am eager to contribute to your team's success and look forward to discussing how my skills align with this role. Thank you for your consideration.
Sample interview questions
I would first document the issue thoroughly, including all troubleshooting steps taken, then escalate it to the appropriate team (e.g., Systems Engineering) via the proper channels, while keeping the affected user informed about progress and expected resolution time.
I have managed user roles and permissions in NetSuite, ensuring that team members have the appropriate level of access based on their job functions and security requirements. I would also perform regular audits to maintain data integrity.
I assess each request based on urgency and impact, using Zendesk to categorize and tag issues. Critical and time-sensitive problems, such as sales process outages, are addressed first, while lower-priority tasks are clearly communicated with expected timelines.
I record the issue description, steps taken, resolution, and relevant tags in a clear and structured manner. This ensures that reporting can identify recurring problems, and that other team members can easily follow up if needed.
Salesforce is central to sales operations, and any disruption can affect revenue. My experience allows me to quickly troubleshoot workflow issues, manage user permissions, and guide internal users through best practices, minimizing downtime and ensuring smooth sales processes.
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.
- Previous experience in an internal IT or business applications support role.
- Typing speed of at least 60 words per minute (WPM)
More 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
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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