IT Help Desk Specialist - Remote

Location: Sao Paulo, Brazil Workplace: fully IT Help Desk Specialist Location: Remote. International applicants welcome. Schedule: Monday to Friday, 7:30 AM to 3:30 PM US Central Time Type: Full-time independent contractor About the role We run sales and support teams across several health and wellness brands. Everything they do runs on Salesforce, a cloud phone system and a business texting platform. When something breaks, you're the one who fixes it. You'll be the first point of contact for 150+ users: their accounts, their phone setup and their support tickets. You'll escalate only what truly needs a system change. How we work This role is built for someone who doesn't need to be managed. There's no daily task list handed to you. Your work lives on a dashboard that shows every open ticket, pending request and system alert, and your goal is to keep it empty. We're looking for someone who: Starts the day by checking the dashboard, not by waiting for direction Figures things out before asking Manages their own time and priorities, and knows what's urgent and what can wait until the afternoon Follows through without reminders and closes the loop with the person who asked Can be trusted with admin access to the tools the whole company depends on If you do your best work with clear ownership and little supervision, this is that job. What you'll do Keep the help desk dashboard at zero: open tickets, pending account requests and system health alerts Resolve most support tickets yourself, and escalate the rest with the investigation already done Set up and remove user accounts across Salesforce, Vonage, SMS Magic and our other tools as people join, change roles or leave Troubleshoot calling, callback and voicemail issues with agents, and work with Vonage support on open cases Manage our business phone numbers: assignments, releases, and requesting spam-label removal with the carriers (AT&T, Verizon, T-Mobile) Maintain users and numbers in our business texting platform Process requests to delete call recordings under our privacy process Correct sales and order records when automated checks flag a mismatch 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: you can take a vague "it's not working," find the cause, and fix it or explain it clearly A track record of working independently: self-motivated, organized and good at managing your own time Excellent written and spoken English; most communication is written, in tickets and Slack Reliable internet and a quiet workspace for the full 7:30 to 3:30 CT schedule Nice to have Salesforce Administrator certification Vonage Contact Center (VCC) or another cloud contact center platform SMS platforms, telecom or phone number management Experience supporting sales teams