Tier 1 Order Processing Tech Support Agent

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