[Hiring] L1 HelpDesk Support Specialist @Lean Solutions Group

Role Description

We are looking for a highly motivated and customer-focused Help Desk Support Specialist (Level 1) to provide entry-level technical support for a cloud-based Transportation Management System. This individual will act as the first line of contact for client issues, handling initial troubleshooting, logging tickets, and escalating complex issues to the appropriate team.

• Provide Level 1 technical support via ticketing system, email, or phone to users of the SaaS-based TMS platform.
• Log, categorize, and escalate technical issues following internal support procedures.
• Assist customers with basic system navigation, common errors, and general functionality.
• Monitor open support requests and ensure timely communication and follow-ups.
• Document all interactions and troubleshooting steps in the internal knowledge base.
• Work closely with Level 2 support and product teams to escalate recurring issues.
• Participate in scheduled training sessions and continuous learning, especially around Salesforce and Revenova platforms.
• Maintain a strong customer-first attitude, ensuring excellent support experiences.

Qualifications

• 1–2 years of IT support or help desk experience.
• Previous experience with Salesforce CRM or similar platforms.
• Willingness to learn Revenova and industry-specific tools (training provided).
• Exposure to Windows operating systems and basic technical troubleshooting.
• Strong communication skills in English (B2 or above), both written and verbal.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience working with ticketing systems or service platforms.
• Experience with SaaS products or cloud-based applications.
• Experience with CRM systems and support processes.
• Prior support experience in the logistics or transportation industry. (Plus)

Requirements

• Excellent problem-solving and analytical skills.
• Strong communication and collaboration abilities, with the capacity to work effectively across different time zones.
• Demonstrates a willingness to learn and grow.
• Highly motivated to build upon existing work and set new benchmarks.
• Takes responsibility and drives projects forward with a strong sense of accountability.
• High emotional intelligence and empathy for the customer.
• Sense of urgency and follow-through on tasks.
• Ability to multitask while staying the course and following through on priorities.

Benefits

• Join a powerful tech workforce and help us change the world through technology.
• Professional development opportunities with international customers.
• Collaborative work environment.
• Career path and mentorship programs that will lead to new levels.