Company Overview
LevelUp is a specialized BPO company that partners with technology companies across the US, UK, Europe, and Canada to provide tailored outsourcing solutions. For over seven years, we’ve built a reputation for delivering high-quality operational and back-office support, helping our clients scale efficiently. Our team consists of highly skilled and passionate professionals who are dedicated to providing exceptional service, technical expertise, and seamless support to our clients.
Position Overview
We are seeking a detail-oriented and customer-focused Helpdesk Support Agent 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 help desk platforms, Slack, and admin tools. Training will be provided to ensure proficiency.
Key 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.
Qualifications
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
Experience working in a SaaS, technology, or sales-driven environment.
Familiarity with CRMs 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)
Familiarity with SQL or BigQuery
More Information:
Fully remote work arrangement
Shifting schedule
Equipment provided
HMO
