Overnight Systems Support Specialist

2 weeks ago

Manila, Philippines MaryRuth Organics, LLC. Full time

Overview

The Overnight Systems Support Specialist is a detail-oriented and self-motivated individual who provides critical after-hours coverage for our eCommerce operations and IT infrastructure. This role serves dual functions: monitoring and resolving order management system errors, and providing first-level IT support for system access issues. The ideal candidate will work independently during overnight hours (10pm - 6am Eastern Time Zone) to ensure seamless business operations across multiple integrated systems. This role is a full-time (40 hr/wk), salaried, exempt, remote position. The compensation range for this role is PHP 997,500 to 1,140,000 per year.

Responsibilities
  • Enterprise Systems (ES) Support (Primary Focus)
  • Monitor multiple integrated systems including Celigo, SPS Commerce, Pipe17, NetSuite, and ShipHero for order processing errors
  • Identify, troubleshoot, and resolve order processing issues, ASN (Advanced Ship Notice) errors, invoice discrepancies, and fulfillment problems
  • Document all error resolutions and maintain detailed logs of system issues
  • Recognize patterns in recurring errors to identify potential systemic problems requiring escalation
  • Create and manage support tickets with third-party vendors when system limitations are identified
  • Collaborate with day-shift ES team to ensure continuity of operations
  • Provide detailed shift reports highlighting resolved issues and ongoing concerns
  • IT Systems Support (Secondary Function)
  • Respond to after-hours IT support requests including user access issues, system lockouts, and file access problems
  • Perform basic troubleshooting for common user access and authentication issues
  • Escalate complex technical issues to appropriate IT team members
  • Monitor critical system alerts and respond according to established protocols
  • Maintain IT support ticket queue and ensure proper documentation
  • Miscellaneous
  • Some travel (

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