Senior Support Specialist - Information Systems

Manila, Permanent work from homeFull-TimeSenior

SalaryAt least 1,000 PHP per month

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Job Details

Required Skills: SalesforceJiraCustomer serviceTroubleshootingZendeskServiceNow

Proven experience in high-velocity environments, with strong multitasking, prioritization, and time management skills.
Prior experience in SaaS administration (e.g., Salesforce, Zendesk), including user access management (roles, permissions, profiles).
Comfortable working across a range of enterprise tools such as Salesforce, Jira, ServiceNow, Zendesk, Gong, and Outreach.
Customer-focused background with experience in a formal support role, acting as a trusted resource for stakeholders.
Recognized as a Subject Matter Expert (SME), regularly supporting peers and leadership with complex decisions.

Lead the charge on mission-critical troubleshooting, utilizing advanced methodologies to isolate and resolve complex bugs with speed and accuracy.
Handling escalations and queries from Support Specialists I and II by maintaining a responsive presence in slack troubleshooting channels.
Manage the resolution of high-impact incidents that bypass Level I and II tiers, maintaining accountability for the "Total Time to Resolution" and the quality of the final solution.
Oversees the creation of high-quality technical documentation, including complex bug tickets, Salesforce troubleshooting frameworks, and comprehensive internal guides.
Bridge the gap between technical squads and customer-facing teams to ensure seamless alignment on the status of ongoing investigations.
Acts as a formal mentor to other IS Support specialists (I & II), elevating the technical literacy and efficiency of the entire IS Support team.
Drive collaboration across IS, IT, and Product squads to accelerate root-cause investigations and expedite the resolution of systemic bugs.

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