Junior Service Desk Specialist

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

Joining Remote as a Junior Service Desk Specialist in the Revenue Operations team is an exciting opportunity to make a real impact in the global employment space. In this fast-paced environment, your contributions will directly support the company’s growth and mission to change the way we work globally. You'll have the chance to tackle dynamic problem-solving challenges, sharpening your strategic thinking and finding innovative solutions. Collaboration with a diverse, international team will expand your professional network, while the flexibility and autonomy of a fully remote setup allow you to manage your schedule and work independently.

What you bring

• Experience in ticket triage and prioritization, ensuring fast and efficient resolution of issues.
• Strong expertise in Salesforce; Salesforce admin certification required or equivalent experience
• Experience with common revenue technologies; Knowledge of tools like ZoomInfo, Outreach, Clari, LeanData and their usage in sales and marketing strategies
• Strong troubleshooting skills with a focus on quick issue resolution and minimizing downtime.
• Technical background (e.g. python scripting, SQL query) and prior experience working with Saas tools
• Proficient in documenting resolutions for knowledge base development, contributing to future AI-driven automation.
• Adherence to SLAs by ensuring timely responses and resolutions, meeting service level agreements consistently.
• Effective communication with stakeholders and requesters to provide updates and manage expectations.
• Experience consolidating multiple ticketing systems into a single streamlined solution for improved efficiency.
• Customer-focused and detail-oriented, with a commitment to delivering high-quality support and maintaining accuracy in all actions.
• Writes and speaks fluent English
• It's not required to have experience working remotely, but considered a plus

Key Responsibilities

• Ticket triage and prioritization: Efficiently categorize, prioritize, and assign tickets for swift resolution.
• Issue resolution: Troubleshoot and resolve technical issues promptly to minimize disruption.
• Documentation of resolutions: Accurately document resolution actions to build a comprehensive support knowledge base.
• Contribute to AI-driven automation: Ensure resolution documentation is detailed enough to support future AI systems for automating answers.
• Provide feedback on recurring issues: Analyze ticket trends and provide feedback on common themes or issues, suggesting improvements for future projects.
• Escalation management: Identify and escalate issues outside your expertise to the appropriate teams for resolution.
• Adherence to SLAs: Consistently meet service level agreements (SLAs) by ensuring timely responses and issue resolutions.
• Timely communication with stakeholders: Ensure stakeholders and requesters receive regular and prompt updates on ticket status.
• Streamline ticketing systems: Assist in consolidating various ticketing tools into a single, unified solution for better efficiency.
• Support GTM organization: Focus on increasing ticket resolution speed and improving overall service delivery for the GTM organization.

Practicals

• You'll report to: Director, Field Operations, Planning & Compensation
• Team: Revenue