Order Processing Tech Support Specialist
Posted Updated 12
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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're looking for an Order Processing Tech Support Specialist to join our support team. This role is the first point of contact for the sales team when they hit issues in Salesforce, covering day-to-day order troubleshooting. We want someone with a keen eye for detail who can pinpoint the errors and misconfigurations, who genuinely enjoys solving problems, communicates clearly and comfortably, and takes pride in making sure the sales team feels supported.
Reference: 2631-407585
Responsibilities
- Serve as the first point of contact for the sales team in troubleshooting order issues in Salesforce, over Slack and Zendesk
- Identify what's blocking an order or opportunity, whether a validation error, an incorrect field value, or a wrong selection, and advise the user on resolving the error
- Investigate orders that fail at the point of processing, reproducing the issue where possible and isolating the cause before escalating
- Document resolutions, tag tickets correctly, and contribute to the internal knowledge base so recurring issues are faster to resolve next time
Requirements (Must-haves)
- Salesforce Sales Cloud Experience: Hands-on experience with Salesforce Sales Cloud, including opportunities, accounts, quotes, orders, and pipeline stages.
- 2–3 Years Technical Customer Support: Proven track record supporting users in real-time via live chat (Slack, Zendesk, or similar platforms).
- Problem-Solving Skills: Demonstrated experience troubleshooting order processing issues, such as validation errors and user error
- Communication: Exceptional written and verbal English skills to translate complex technical fixes to non-technical teams.
Nice-to-haves
- Working knowledge of NetSuite as an ERP system
- Experience in order management, order processing, or sales operations support, or equivalent hands-on experience working with sales orders
- Hands-on experience with SQL, BigQuery, or data reporting tools.
- Familiarity with Jira for issue tracking, escalation, and ticket management.
- Experience working for a hosting or a B2B SaaS company.
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?