Senior Service Desk Specialist

About Remote

Remote is solving global remote organizations biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote’s AI guidelines check see here.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

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.

What you bring

• 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, 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.

Key Responsibilities

• 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.

Practicals

• You’ll report to: Director, Field Operations, Planning & Compensation.
• Team: Revenue Operations.
• Location: Anywhere.
• Start date: As soon as possible.

Remote Compensation Philosophy

Remote’s Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is between $40,900 to $92,050 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

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.

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• work from anywhere.
• flexible paid time off.
• flexible working hours (we are async).
• 16 weeks paid parental leave.
• mental health support services.
• stock options.
• learning budget.
• home office budget & IT equipment.
• budget for local in-person social events or co-working spaces.

How You’ll Plan Your Day (and Life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How To Apply

• 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 standardized 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 the interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you choose to.

Please note we accept applications on an ongoing basis.