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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT help desk support, particularly in managing user accounts and troubleshooting issues across platforms like Salesforce and Vonage. Strong organizational skills and the ability to work independently while maintaining effective communication with users are essential.
Highest-signal resume keywords
Salesforce ExperienceTroubleshooting SkillsIT Help Desk SupportUser Account ManagementVonage Contact Center Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
User Account ManagementTroubleshootingSalesforce ManagementCall-Recording Deletion ProcessingOrder Record Correction
Soft Skills
Self-MotivatedOrganizedExcellent Written CommunicationExcellent Spoken Communication
Tools & Technologies
SalesforceVonageSMS MagicBusiness Texting PlatformTelecom Management
Certifications & Qualifications
Salesforce Administrator Certification
Industry Keywords
IT Help DeskTechnical SupportContact Center SupportTelecomPhone Number Management
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Serve as the first point of contact for 150+ users
- Keep the help desk dashboard at zero by managing open tickets, pending account requests and system health alerts
- Resolve most support tickets and escalate remaining issues with investigation completed
- Set up and remove user accounts across Salesforce, Vonage, SMS Magic and other tools
- Troubleshoot calling, callback and voicemail issues with agents
- Work with Vonage support on open cases
- Manage business phone numbers, including assignments, releases and spam-label removal requests with AT&T, Verizon and T-Mobile
- Maintain users and numbers in the business texting platform
- Process call-recording deletion requests under the privacy process
- Correct sales and order records when automated checks flag mismatches
Requirements
What you’ll need- 2+ years in IT help desk, technical support or contact center support
- Salesforce experience strongly preferred, especially managing users, permissions and records
- Strong troubleshooting skills
- Track record of working independently, being self-motivated, organized and managing own time
- Excellent written and spoken English
- Reliable internet and a quiet workspace for the full 7:30 AM to 3:30 PM US Central Time schedule
- Salesforce Administrator certification is nice to have
- Vonage Contact Center (VCC) or another cloud contact center platform is nice to have
- Experience with SMS platforms, telecom or phone number management is nice to have
- Experience supporting sales teams is nice to have
Benefits
Comp & perks- Fully remote work arrangement
- Independent contractor arrangement
- Autonomy and little supervision
- International applicants welcome