Helpdesk Specialist

Job not on LinkedIn

🔥 36 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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iSupport Worldwide Careers

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 B2B

👥 HR Tech

B2B • HR Tech

iSupport Worldwide Careers is an offshoring and recruitment service provider based in the Philippines. It helps companies—especially fast-growing small and medium enterprises—set up dedicated offshore teams without requiring clients to incorporate locally or directly employ staff, by acting as the administrative/employer-of-record platform. Services include talent sourcing and recruitment & staffing, contact center and back-office operations, IT outsourcing, training and learning & development, branded office suite setup, and tailored offshoring strategies focused on rapid setup and cost reduction (claims up to 70% savings). The firm emphasizes giving clients direct management of their dedicated offshore staff while handling administrative burdens.

📋 Description

• Manage and resolve technical support cases in Salesforce, keeping customers informed from first contact through resolution • Troubleshoot instruments, software, and connectivity issues by phone, email, and video • Escalate complex issues to the appropriate team when needed • Communicate clearly and professionally with customers, setting accurate expectations and following through on commitments • Document case details, actions taken, and root causes accurately • Guide customers through registering for and using the self-service portal, including calibration and service requests • Resolve account setup issues and create missing instrument assets on customer accounts • Support the onboarding calendar for Vapor Sorption Analyzer (VSA) customers with Sales Engineering and Laboratory Sciences • Coordinate with the Repairs Manager on loaner instruments, follow-ups, and escalations • Work with the Shipping Manager to address urgent shipping concerns • Partner with the Receiving Team to resolve issues with incoming instruments • Share feedback on recurring customer issues and suggest improvements to support processes in Salesforce and NetSuite • Participate in ongoing technical training to build troubleshooting expertise across product lines

🎯 Requirements

• Minimum of 5 years in technical support, customer support, or another customer facing technical role • Proven experience handling customer interactions via phone, email, and video conferencing platforms • Hands-on experience using Salesforce CRM for customer relationship management, case tracking, and customer support operations • Excellent verbal and written communication skills in English • Ability to explain technical concepts clearly to customers • Must possess a neutral-to-native American accent • Demonstrated confidence on calls and professionalism • Strong customer service mindset with empathy, patience, and professionalism • Strong time management skills • Proactive and self-driven approach to work • Preferred: a bachelor’s degree in a related field; equivalent technical certifications or relevant experience will be considered • Preferred: experience in B2B customer service, sales, or client-facing support roles • Preferred: experience with case management systems; hands-on experience with NetSuite highly desirable • Preferred: background in food science, including food manufacturing, R&D, or product formulation • Preferred: degree or coursework in food science • Preferred: familiarity with laboratory instruments or quality control processes • Preferred: strong problem-solving and critical-thinking abilities • Preferred: strong organizational and multitasking skills • Preferred: ability to stay composed in high-pressure situations • Preferred: ability to work collaboratively with internal teams and external customers

🏖️ Benefits

• Free lunch meal, fruits, snacks, and drinks (if you are in an onsite shift) • Onsite gym with a free professional instructor • Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP • Weekly engagement activities with prizes that are up to 3,000 PHP • Free upskilling academy to improve your performance and skillset • State-of-the-art facilities from toilets to your workstation • Amenities such as sleeping quarters, game area, chat room, shower room

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