Senior 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.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here. 

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 Senior 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

• Strong troubleshooting skills with a focus on getting to the root cause of a problem and resolving problems and tasks in a timely manner.
• Experience in ticket triage and prioritization, ensuring correct prioritization of issues and focusing on fast and efficient resolution.
• Strong expertise in Salesforce; Salesforce admin certification required or equivalent experience
• Experience with common revenue technologies; Knowledge of tools like ZoomInfo, Outreach, Clay, Clari, LeanData and their usage in sales and marketing strategies
• Technical background (e.g. python scripting, SQL query) and prior experience working with Saas tools, AI automation and analytics solutions.
• Analytical savviness and ability to manipulate data and dig into the details when needed
• BI tool (e.g. Sigma) working knowledge highly meriting
• Being able to connect the dots from business problems/questions to different data sources and tools we use
• 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.
• Incident Management and Root Cause Analysis: Lead incident management and conduct thorough root cause analysis to prevent recurring issues.
• Contribute to AI-driven automation: Leverage AI to find creative and innovative ways to solve problems and automate support related tasks. Ensure resolution documentation is clear and correct to