Proactive Systems Resolution Specialist

2 weeks ago

Porac, Philippines beBeeSupport Full time ₱997,500 - ₱1,140,000
Job Summary

The ideal candidate will provide critical support during overnight hours to ensure seamless business operations across multiple integrated systems.

Responsibilities
  • Enterprise Systems Support
  • 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 enterprise systems team to ensure continuity of operations
  • Provide detailed shift reports highlighting resolved issues and ongoing concerns
  • IT Support
  • 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
Requirements
  • Strong computer literacy and ability to navigate multiple software systems simultaneously
  • Experience with web-based applications and basic understanding of system integrations
  • Ability to learn new software platforms quickly with provided training
  • Basic understanding of eCommerce operations and order fulfillment processes preferred; NetSuite experience ideal
  • Familiarity with ticketing systems and IT service management tools strongly preferred
  • Critical thinking skills with the ability to analyze error patterns and identify root causes
  • Self-motivated and capable of working independently during overnight hours with minimal supervision
  • Attention to detail with a meticulous approach to error identification and documentation
  • Problem-Solving skills required with a methodical approach to troubleshooting and persistence in finding a resolution
  • Strong communication skills overall excellent written and verbal communication in English required
  • Able to prioritize multiple tasks and manage competing demands

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