About this role.
This fixed-term Helpdesk Support Agent role provides first-line internal application support for Salesforce, NetSuite, Zendesk, Slack, and related administrative tools. The agent will handle access requests, troubleshoot user issues, maintain ticket documentation, and escalate complex cases to specialized operational and engineering teams. The position requires 2–3 years of technical or live-chat support experience, strong written English, and dependable availability during US Central Time-aligned shifts. It is a fully remote, Philippines-based, 40-hour-per-week role with a six-month term and no guaranteed permanent conversion. Success depends on ticket hygiene, system familiarity, responsiveness, and disciplined remote-work reliability.
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
5/5Salary analysis
Estimated compensation compared with the broader PHP market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first confirm the exact record, the user's profile or role, the error message, and whether the issue affects similar records. I would review relevant permissions, sharing rules, and recent access changes within my authorized scope, document my findings in the ticket, and escalate with clear evidence if an administrator-level change is required.
I prioritize issues based on business impact, urgency, number of affected users, and any defined SLA. I acknowledge requests quickly, address access or system-blocking incidents first, keep ticket statuses and tags current, and provide progress updates when resolution requires escalation.
I would verify the requester's authorization and confirm the user's required role, business function, and least-privilege access level. I would follow the established access-control process, record the approval and action in the appropriate system, test or confirm access where possible, and document completion in the ticket.
An effective escalation should include the user and business impact, affected system and workflow, timestamps, steps to reproduce, expected versus actual behavior, screenshots or error messages, troubleshooting already performed, and the specific assistance needed. This minimizes back-and-forth and helps the receiving team investigate efficiently.
I maintain an active presence in the required channels, monitor assigned queues consistently, and use a structured routine for ticket updates and follow-ups. I communicate concise, professional status updates, flag risks early, and ensure handoffs are documented so users and teammates are never left without context.
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.
Reference: 2632-304138
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 escalate 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
Compensation
Additional Information
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
