Responsibilities

• As a L2 Support Specialist you will be investigating and resolving application incidents, ensuring minimal downtime and maintaining service continuity; 
• You will be participating in daily operational calls, incident response meetings, and Change Advisory Board meetings, ensuring effective coordination and issue resolution;  
• You will be analyzing and collecting information related to incidents, following the proper escalation procedures to ensure timely and accurate resolution;  
• You will be ensuring that all support tickets are resolved efficiently, meeting service-level agreements with proper updates and routing;  
• You will be handling service requests, including data loading activities and report generation, ensuring timely completion and accuracy;  
• You will be coordinating with developers to ensure that implementation and backout plans are in place, minimizing risks associated with system changes;  
• You will be managing problem records, ensuring that incidents, related changes, and service improvements are properly documented and addressed; 
• You will be facilitating clear communication between the support team and end users, translating technical terms into non-technical language and providing timely status updates, especially during system downtime or critical incidents; 
• You will be creating and maintaining knowledge base documents, outlining technical policies, guidelines, and troubleshooting steps to improve support efficiency; 
• You will be maintaining and performing simple configurations in Salesforce, ensuring smooth operation of the system; 
• You will be delivering master data loading and refresh projects, particularly at the end of each quarter and fiscal period, ensuring accurate data management. 

Requirement

• 1+ year of experience in IT operations or master data management, preferably within the FMCG or retail industry, demonstrating an understanding of data-driven operations; 
• Basic to intermediate knowledge of the Salesforce platform, with the ability to manage configurations and resolve user issues; 
• Experience in ITIL Level 2 operations, ensuring adherence to structured incident and problem management processes; 
• Proficiency in SQL, with experience using Salesforce Inspector, Workbench, or Data Loader, supporting efficient data retrieval and migration; 
• Willingness to work in EU time zones, with flexibility to perform weekend or holiday work if necessary;  
• Strong analytical, debugging, and troubleshooting skills, enabling quick resolution of complex system issues; 
• Critical thinking and a sense of urgency in troubleshooting incidents, ensuring prompt resolution and minimal disruption; 
• Effective communication skills, allowing clear and concise collaboration with stakeholders, technical teams, and end users; 
• Customer-oriented mindset, ensuring high-quality support and user satisfaction. 

Nice to have

• ITIL v4 certification, validating knowledge of IT service management best practices; 
• Salesforce Administrator certification, demonstrating expertise in managing and optimizing Salesforce environments. 

We Offer

• Salary for work amounting to 65,000 – 75,000 PHP;
• ₱3,600 de minimis monthly non-taxable allowance;
• HMO coverage from day 1 for you and 1 dependent;
• Equipment provided;
• Optical coverage;
• Year-end leave monetization;
• Gym subscription;
• Monthly supply of coffee!

Please be advised that we will only contact selected candidates