Helpdesk Support Agent

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 detail-oriented and customer-focused Helpdesk Support Specialist to serve as the first line of support for internal teams, ensuring smooth operations related to Sales processes and Business Applications. This role involves troubleshooting, managing system access, and escalating complex issues while maintaining thorough documentation for process improvements. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and experience with support platforms like Slack, Zendesk, and Admin tools. Training will be provided to ensure proficiency.

• 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.

• 2-3 years of experience in a Helpdesk, IT Support, or similar role.
• 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.

• Experience working in a SaaS, Tech, or Sales-driven environment.
• Familiarity with CRM and order management systems.
• Familiarity with Jira and Salesforce for issue tracking and workflow management is a plus.
• Previous experience in an internal IT or Business Applications support role.
• Typing speed of at least 60 words per minute (WPM)

• Work from home / fully remote position
• Paid training
• Equipment provided
• HMO