Senior Service Desk Specialist, Remote
$40.9-92k
+ Stock Options
HR solutions for distributed teams
Open for applications
HR solutions for distributed teams
1001+ employees
Open for applications
$40.9-92k
+ Stock Options
1001+ employees
Company mission
To open up the world of work for every person, business, and country.
Role
Who you are
- 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
What the job involves
- 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
- 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 support future AI systems for automating ticket resolution
- Provide feedback on recurring issues: Analyze ticket trends and provide feedback on common themes or issues, suggesting improvements for future projects
- Continuous Improvement: Actively identify and implement improvements to processes, tools, and workflows to enhance overall service desk efficiency and user satisfaction
- Escalation management: Identify and escalate issues outside your expertise to the appropriate teams for resolution
- Adherence to SLAs: Consistently meet service level agreements (SLAs) by ensuring timely responses and issue resolutions
- Advanced Reporting and Metrics: Measure and report on service desk performance to drive improvements and track KPIs
- Timely communication with stakeholders: Ensure stakeholders and requesters receive regular and prompt updates on ticket status
- Conflict Resolution and Stakeholder Management: Handle escalations and manage relationships with key stakeholders and challenging situations
- Streamline ticketing systems: Assist in consolidating various ticketing tools into a single, unified solution for better efficiency
- Feedback Loop for Service Improvement: Establish a feedback loop with users and stakeholders to gather input on service quality and areas for improvement
- Support GTM organization: Focus on increasing ticket resolution speed and improving overall service delivery for the GTM organization
- User Education and Support: Proactively educate end-users on common issues, best practices, and troubleshooting steps to reduce the volume of basic tickets
- You'll report to: Director, Field Operations, Planning & Compensation
Application process
- Interview with recruiter
- Interview with Hiring Manager
- Interview with team members (no managers present)
- Interview with Director, Revenue Systems & Processes
- Interview with Vice President, Revenue Operations
- Bar Raiser
- Prior employment verification check
- Start date: As soon as possible
- Please fill out the form below and upload your CV with a PDF format
- We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote
- If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead
- We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below
- Please note we accept applications on an ongoing basis
Our take
The number of companies switching to fully-remote set-up is booming. Aiming to capitalise on this, Remote helps companies of all sizes hire and manage international employees across benefits, taxes, payroll and compliance.
According to Remote, local and international regulations constantly change. Thus, the company's unique selling point is that its law attorneys and HR specialists are focused on supervising regulations on a daily basis and ensuring that the clients avoid expensive compliance mistakes. Remote also differentiates itself through its network of local legal entities that cover all of the countries they offer services for to ensure the clients receive the best protection in the industry. Moreover, the company offers a platform for distributed teams that makes it easy for companies to onboard and pay international contractors and employees.
Remote's history of funding - that helped secure its $3Billion valuation - has supported expansion across markets, as well as being used to expand partnerships and integrations. Further development of its tool suite can be expected, as the company pushes to be the first name in distributed HR.
Freddie
Company Specialist at Welcome to the Jungle
Insights
43% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$300m
SERIES C
Jul 2021
$150m
SERIES B
Total funding: $496m
Company benefits
- Unlimited personal time off
- Paid parental leave
- Co-working allowance
- Flexible working hours
- Learning budget
- Mental health support
- Company stock options
- Home office setup
- Celebratory allowances
- Branded swag
- Other country-specific benefits
Company HQ
Fisherman's Wharf, San Francisco, CA
Leadership
Job van der Voort
(CEO)Previously Researcher at Champalimaud Foundation for 1 year and Co-Founder & CTO at JAXONS for 1 year.
Marcelo Lebre
(COO)Previously Chief Technology Officer at Faber Ventures for 1 year and VP of Engineering at Unbabel for 2 years
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