IT Support Specialist

About Us:


With over 100 years of combined industry experience, the Community Minerals team specializes in the purchase of mineral or royalty rights all over the US. We have earned a stellar reputation with hundreds of satisfied customers and an “A” rating with the Better Business Bureau. With our proven track record, we continue to serve mineral owners in several states with transparency, accountability, and a personalized experience to meet individual needs.


Why Join Us?
- Lead cutting-edge IT projects that drive business growth
- Work with a collaborative and forward-thinking team
- Stay ahead with the latest technologies and cybersecurity strategies


Job Summary:

The IT Support Specialist provides remote technical assistance to users across multiple teams, ensuring smooth system operations and efficient issue resolution. This role requires a proactive and analytical approach, anticipating recurring technical challenges, developing and maintaining Standard Operating Procedures (SOPs), and implementing preventive solutions to minimize downtime. The specialist collaborates with internal teams and software vendors to enhance technical reliability, user experience, and operational efficiency in a fully remote environment.

Job Description:
-Provide prompt and effective technical support to users experiencing system or software issues.
-Diagnose and resolve technical challenges in platforms such as Pipedrive, RingCentral, JustCall, Jotform, Microsoft Outlook, and Slack.
-Document troubleshooting processes, resolutions, and system updates clearly and accurately.
-Identify recurring issues and develop proactive SOPs, quick-reference guides, and preventive measures.
-Regularly review and update technical documentation to align with system improvements and user feedback.
-Collaborate with software vendors and internal teams to escalate and resolve advanced technical issues.
-Conduct technical research and testing of tools to improve system performance and prevent recurring problems.
-Contribute to IT-related projects that enhance operational workflows and efficiency.
-Generate detailed reports and insights on common issues, trends, and recommendations for process improvements.

Qualifications:

Professional Experience:

-Three (3) to four (4) years of progressive experience in IT support, helpdesk operations, or a related technical function.
-Experience working in a BPO setup handling IT support issues for remote users and customer-facing teams.
-Demonstrated experience troubleshooting and maintaining calling platforms such as RingCentral, including call routing, softphone configuration, and system integrations.
-Proven capability in documenting procedures, developing SOPs, and implementing preventive measures for recurring issues.
-Prior experience supporting SaaS platforms and remote work tools is highly preferred.


Education:

--Bachelor’s degree in Information Technology, Computer Science, or any related technical field.

Technical Skills:

-Proficient in diagnosing and resolving hardware, software, and network issues.
-Strong familiarity with SaaS tools such as Pipedrive, RingCentral, JustCall, Jotform, Microsoft Outlook, and Slack.
-Skilled in creating, maintaining, and implementing SOPs and IT documentation.
-Basic understanding of cybersecurity practices, data protection, and remote system security.
-Experience with IT ticketing systems, remote troubleshooting tools, and workflow automation.
-Knowledge of cloud-based applications and integrations supporting remote operations.


Soft Skills:

-Excellent communication and interpersonal skills for remote collaboration.
-Strong problem-solving, analytical, and critical-thinking abilities.
-Proactive, resourceful, and solutions-oriented, with strong initiative to anticipate and prevent issues.
-Highly organized and detail-oriented, capable of managing multiple priorities efficiently.
-Demonstrates accountability and reliability in addressing and resolving technical requests.
-Adaptable to changing technologies, processes, and work environments.


Industry Knowledge:

-Deep understanding of BPO operations and remote-first work environments.
-Awareness of IT service management best practices and user-support frameworks.
-Familiarity with compliance, data security, and confidentiality standards in remote work settings.

Competencies and Attributes:

-Proactiveness - anticipates issues and develops preventive SOPs to minimize recurrence.
-Technical Accuracy - delivers precise and reliable solutions with minimal supervision.
-Accountability - takes ownership of support tickets and follows through to resolution.
-Continuous Learning - keeps up with evolving software tools, system updates, and IT trends.
-Innovation - identifies opportunities for improving technical efficiency and user experience.
-Collaboration - works effectively with internal and external partners to ensure seamless operations.

Cultural Fit:

-Embodies the organization’s mission of fostering a secure, stable, and efficient remote work atmosphere.
-Values service excellence, teamwork, and accountability in every technical engagement.
-Demonstrates a commitment to continuous improvement, learning, and organizational growth.
-Aligns with the company’s remote, globally distributed, and people-centered culture that values reliability, transparency, and collaboration.


Other Requirements:

Must be willing to work during US business hours


What’s in it for you:

Competitive Compensation: Earn $5.10/hr to $5.57/hr paid in U.S. Dollars, commensurate with your skills and experience.

Work your way: Remote Work Set-Up enabling you to operate from the comfort and convenience of your own chosen workspace

Health and Happiness: Comprehensive Health, Dental, and Life Insurance for you and your dependents (Philippines)

Wellness Perks: Health and Wellness Perks to help maintain a healthy work-life balance (Philippines)

Success Incentives: Enjoy company bonuses and performance-driven rewards.

Soar with Us: Opportunities for career growth and promotions await you.

Positive Vibes Only: Experience a supportive and uplifting work culture.

Annual Bonus: We value your dedication throughout the year, rewarding you with an annual performance bonus shared at the end of the year.

Performance Raise: Your hard work doesn't go unnoticed. Be ready to seize opportunities for salary increase based on your outstanding performance.

Performance Incentives: We believe exceptional work deserves recognition. Performance incentives are awarded to individuals who demonstrate outstanding contributions, initiative, and results. It’s our way of celebrating excellence and motivating continued success.

Discretionary Bonus: At Community Minerals, exceptional work doesn’t go unnoticed. Contractors who consistently go above and beyond may be rewarded with discretionary bonuses, a token of appreciation for outstanding contributions, impactful results, and dedication to excellence. Let your work speak, and the rewards will follow!

System Requirements:

To ensure optimal performance and functionality while using different web and application tools, please make sure that your syste ---------- ets the following requirements:

Operating System:

Windows: Windows 10 (64-bit) or higher

macOS: macOS 11 (Big Sur) or higher

Processor:

Intel: 8th Gen Core i3, i5, i7, or newer

AMD: Ryzen 3 (2018) or newer

Memory (RAM):

Minimum: 8 GB RAM

Recommended: 16 GB RAM for multitasking and optimal performance