Tier 1 Business Support Specialist [2631-407585]
Posted Updated 7
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Company Overview
LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We boast a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.
Position Overview
We are seeking a Tier-1 Business Systems Support Specialist with hands-on administrator experience in both Salesforce and NetSuite. In this role, you will serve as the primary internal systems expert—going beyond basic data entry or end-user support to actively troubleshoot system configurations, manage user permissions, and resolve complex application workflows. Communicating live via Slack and Zendesk, you will keep sales and business operations running smoothly while bridging the gap between frontline teams and engineering.
Reference: 2631-407585
Responsibilities
- Admin-Level Systems Support: Act as the internal admin to troubleshoot, configure, and resolve functional issues within Salesforce and NetSuite.
- Access & Permission Management: Manage user roles, access requests, profile permissions, and security controls across business applications.
- Live Operations Support: Provide rapid technical troubleshooting to internal sales and operations teams via Slack, Zendesk, and administrative toolsets.
- Cross-Functional Escalation: Efficiently diagnose and route high-level technical bugs and system dependencies to Product Management, Systems Engineering, Deal Desk, and Order-to-Cash teams.
- Documentation & Process Optimization: Maintain clear administrative workflows, update system documentation, and tag support interactions to identify recurring issues.
Requirements (Must-haves)
- Salesforce & NetSuite Admin Experience: Hands-on experience troubleshooting, configuring, and maintaining both Salesforce and NetSuite as an admin (not just as a daily end-user).
- 2–3 Years Technical Customer Support: Proven track record supporting users in real-time via live chat (Slack, Zendesk, or similar platforms).
- Deep Business Application Knowledge: Strong understanding of sales processes, CRM architecture, and order-to-cash workflows within ERP systems.
- Problem-Solving Skills: Demonstrated ability to trace workflow errors, diagnose application logs, and resolve user access conflicts promptly.
- Communication: Exceptional written and verbal English skills to translate complex technical fixes to non-technical teams.
Nice-to-haves
- Hands-on experience with SQL, BigQuery, or data reporting tools.
- Familiarity with Jira for issue tracking, escalation, and ticket management.
- Technical experience within a SaaS, technology, or high-volume sales environment
More Information:
- This is a fully remote position with a standard 40-hour fixed-schedule work week.
- This is shifting schedule. The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
- We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
- This role follows the US Central Time
- Equipment provided
- HMO + 13th month pay
Skills
As published by lever · 18 questions · 4 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company
Short answers (5)
- What is your current/previous Monthly Basic Gross Salary in PHP? (Excluding allowances, bonuses, and 13th-month pay. Format: e.g., 20,000)
- What's your expected monthly gross salary in Php? (Required format: e.g., 20,000)
- How many years of experience do you have in the role you’re applying for?
- For a referral, please indicate the name of the referring LevelUp employee.
- What is your standard notice period, and is there any flexibility to start sooner?
Pick from a list (9)
- Where did you first encounter this job opportunity?
- What was the final step that made you decide to apply?
- Are you currently living in the Philippines on a full-time basis and legally authorized to work in the Philippines?
- Do you require a visa or any type of sponsorship to work in the Philippines?
- If selected for this role, are you able to reliably commit to the required schedule: Monday - Friday, US Central Time/Shifting Schedule, while observing Philippines Holidays?
- Do you have hands-on experience supporting users, managing user access, and troubleshooting within Salesforce?
- Do you have hands-on experience resolving user issues and supporting business processes within NetSuite?
- Do you have at least 2 to 3 years of experience in live chat customer service or internal helpdesk support?
- Do you have experience using Zendesk to manage tickets, tag/categorize support interactions, and document resolutions?
Written answers (4)
- Do you intend to take on additional employment or paid work while employed in this role (including freelance/contract work)? If yes, please describe the expected timing and hours per week.
- Briefly outline the exact steps you take when a user reports a permissions/access issue in Salesforce versus a data/transaction error in NetSuite. Describe which specific administrative menus or objects you check first in each system.
- Why is accurate ticket tagging and categorization important in Zendesk, and what specific impact does improper tagging have on operational metrics like SLA tracking and reporting?
- In a helpdesk environment, how do you determine whether an issue should be resolved at first-line support versus escalated to teams like Systems Engineering, Deal Desk, or Order to Cash?