Remote Helpdesk Agent (Salesforce/NetSuite) - Philippines — Columbus
Traveler-Friendly Insight
Remote, But Schedule-Constrained: While this role is fully remote, it operates on a fixed 40-hour work week aligned to US Central Time (UTC-6), often requiring afternoon or night shifts from the Philippines. This significantly limits true location flexibility — you must be able to reliably work late-night or overnight hours wherever you are based.
Timezone Implications for Nomads: US Central Time overlaps well with Southeast Asia late-night hours (roughly 10 PM–6 AM PHT for a standard US business day). If you're nomading within Southeast Asia (Thailand, Bali, Vietnam), the time difference is manageable but will mean evening/night work. Moving to Europe or the Americas would create serious scheduling conflicts with a fixed night shift.
Best-fit nomad bases for this role:
- Philippines (Cebu, BGC Manila): Ideal — employer is Philippines-based, HMO benefit applies, no timezone friction.
- Bali, Indonesia: Only 1 hour ahead of PHT — night shift still feasible, lower cost of living (~$800–1,200/month).
- Bangkok, Thailand: 1 hour behind PHT — workable, with coworking spaces and affordable living (~$900–1,400/month).
Perks relevant to travelers: Equipment is provided by the company, removing the need to invest in hardware. However, there is no mention of a coworking stipend or travel/meetup budget, so reliable home or coworking internet is your own responsibility.
Company Overview
LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We boast a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.
Position Overview
The Helpdesk Support Agent serves as the primary line of internal support, responsible for troubleshooting business applications, managing user access, and ensuring smooth sales operations via live chat platforms like Slack and Zendesk. Essential to this role is proven, extensive experience with Salesforce and NetSuite, alongside 2–3 years of live chat customer service experience to resolve issues, document workflows, and escalate complex tickets to specialized engineering and business teams promptly and efficiently.
Reference: 2631-407585
Responsibilities
- Provide guidance and troubleshooting support to internal teams on business applications usage.
- Manage system access requests and resolve issues via Slack, Zendesk, and admin tools.
- Escalate complex issues to relevant departments, such as Product Management, Order to Cash, Deal Desk, and Systems Engineering.
- Document and tag interactions to support process improvement and reporting.
- Collaborate with internal teams to ensure a seamless support experience.
- Stay updated with system changes and best practices through training and ongoing learning.
Requirements (Must-Haves)
- Critical Requirement: Proven experience working extensively within Salesforce and NetSuite is essential for this role.
- 2–3 years of live chat customer service experience.
- Familiarity with sales processes and business applications.
- Proficiency with Zendesk, Slack, and admin tools for troubleshooting and issue resolution.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication abilities.
- Ability to prioritize tasks and handle multiple issues efficiently.
- Experience in documenting and tagging support interactions for reporting and process optimization.
Nice-to-Haves
- Data & Analysis: Experience with SQL and/or BigQuery to support reporting and data analysis.
- Experience working in a SaaS, technology, or sales-driven environment.
- Familiarity with CRMs and order management systems.
- Familiarity with Jira for issue tracking and workflow management.
- Previous experience in an internal IT or business applications support role.
- Typing speed of at least 60 words per minute (WPM).
More Information
- This is a fully remote position with a standard 40-hour fixed-schedule work week.
- This is a shifting schedule. The exact work schedule depends on the client assigned, but is often an afternoon or night schedule — flexibility with scheduling is important.
- We have a company culture that focuses on the well-being of its team members, with a good work-life balance and respectful work environment.
- This role follows the US Central Time timezone.
- Equipment provided.
- HMO + 13th month pay.
Frequently Asked Questions
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