Job Description

Job Title: Service Desk Specialist

About the Client: A U.S.-based organization that provides safety, regulatory compliance, training, and technology solutions to businesses in the agricultural industry.

Overview:

We are looking for a Service Desk Specialist to serve as the first point of contact for product-related questions and support requests. This role will manage requests from initial intake through resolution or escalation, working closely with Product, Engineering, IT, and other teams to provide a consistent and responsive support experience.

Responsibilities:

• Serve as the first point of contact for product-related questions and support requests
• Monitor and manage requests through Jira Service Desk, Zoom, email, and other support channels
• Gather relevant information, screenshots, examples, and user details to understand and document issues
• Assess urgency, business impact, and the appropriate next steps for each request
• Resolve routine requests through guidance, known solutions, and existing documentation
• Escalate and coordinate complex or urgent issues with Product, Engineering, IT, or other teams
• Track requests through resolution and follow up on stalled or pending issues
• Keep customers and stakeholders informed throughout the support process
• Document investigation steps, workarounds, decisions, and resolutions
• Identify recurring issues and help improve support documentation, processes, and training
• Participate in an assigned on-call schedule for urgent after-hours support

Qualifications:

• 3 to 5 years of experience in customer support, product support, service desk operations, application support, or a similar role
• Strong written and verbal communication skills
• Strong organization, attention to detail, and follow-through
• Ability to assess urgency and business impact and make sound decisions
• Comfortable working with both technical and non-technical teams
• Ability to manage multiple requests and changing priorities
• Patient, professional, and customer-focused approach
• Ability to remain calm and organized during urgent situations
• Willingness to participate in an assigned on-call schedule
• Experience with Jira, SaaS products, business software, or software development teams is a plus
• Experience in agriculture, compliance, regulation, or training is an advantage

Schedule: Night Shift

Setup: Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package
• HMO Day 1 + FREE dependent coverage
• Allowances
• Attendance bonus
• Paid time offs
• Company-provided work setup (laptop, monitor, accessories)
• Training, career growth, and global exposure
• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we'd love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!