一级订单处理技术支持专员
Tier 1 Order Processing Tech Support Agent
公司简介
LevelUp 是一家专业代理机构，为代理商、软件供应商和网站所有者提供外包解决方案。在过去七年中，我们成功与各类公司合作，提供有价值的技术、运营和后台支持。我们拥有一支技能娴熟且充满热情的专业团队，致力于为客户提供高质量的工作成果。
职位简介
我们正在寻找一名一级订单处理技术支持专员加入我们的支持团队。该职位是销售团队在 Salesforce 中遇到问题时的第一联系人，负责日常订单故障排除。我们需要一位注重细节的人，能够准确识别错误和配置问题，真正享受解决问题，沟通清晰自然，并以确保销售团队感到支持为荣。
参考编号：2631-407585
职责
- 作为销售团队在 Salesforce 中解决订单问题的第一联系人，通过 Slack 和 Zendesk 进行支持
- 识别订单或机会受阻的原因，无论是验证错误、字段值错误还是选择错误，并指导用户解决错误
- 调查处理失败的订单，尽可能重现问题并隔离原因后再进行升级
- 记录解决方案，正确标记工单，并为内部知识库做出贡献，以便下次更快地解决重复性问题
要求（必备条件）
- Salesforce Sales Cloud 经验：具备 Salesforce Sales Cloud 的实际操作经验，包括机会、账户、报价、订单和销售漏斗阶段。
- 2–3 年技术客户支持经验：有通过实时聊天（Slack、Zendesk 或类似平台）支持用户的实际记录。
- 问题解决能力：有处理订单处理问题的经验，例如验证错误和用户错误。
- 沟通能力：出色的英文书面和口语能力，能够将复杂的解决方案翻译成非技术人员能理解的内容。
加分项
- 了解 NetSuite 作为 ERP 系统
- 具有订单管理、订单处理或销售运营支持经验，或具有相关实际操作经验
- 具有 SQL、BigQuery 或数据报告工具的实际操作经验。
- 熟悉 Jira 用于问题跟踪、升级和工单管理。
- 有工作经验
查看英文原文
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 a Tier 1 Order Processing Tech Support Agent 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