Mid Helpdesk Support Specialist

About the role

The Helpdesk Support Specialist provides first‑level technical assistance to internal and external users, ensuring rapid issue resolution and high customer satisfaction. You will work with Service Cloud (Salesforce) to log, track, and resolve tickets while collaborating with a dynamic, multinational team.

Key responsibilities

• Provide Level 1 support via Service Cloud ticketing system and phone, resolving basic technical issues efficiently.
• Escalate unresolved issues to Level 2 support, ensuring smooth hand‑off and timely resolution.
• Document all customer interactions and technical issues meticulously in Service Cloud.
• Assist in creating and updating knowledge‑base articles and troubleshooting documentation.
• Monitor key metrics and KPIs, identifying improvement areas and implementing relevant strategies.

Required profile

• Associate degree in a technology‑related field or equivalent experience.
• Experience with Service Cloud (Salesforce) or similar ticketing systems.
• Basic understanding of Windows operating systems, general networking, and troubleshooting techniques.
• Strong communication skills, both written and verbal.
• Ability to quickly learn new technologies and adapt to a fast‑paced environment.

Required skills

• Service Cloud (Salesforce) ticketing platform
• Windows Operating Systems
• General networking concepts
• Basic troubleshooting techniques

What we offer

• Professional development opportunities with international customers.
• Collaborative work environment across Latin America, the Philippines, and the United States.
• Career path and mentorship programs leading to growth.
• Inclusive, diverse workplace committed to equal opportunity.