About this role.
This Tier 1 Business Systems Support Specialist role provides administrator-level support for Salesforce and NetSuite in a fully remote, fixed 40-hour schedule. The specialist manages user access, permissions, system configuration, workflow troubleshooting, and escalation of complex bugs to engineering and business operations teams. Success requires 2–3 years of real-time technical support experience, strong knowledge of CRM and order-to-cash processes, and excellent English communication. The role operates on US Central Time and may involve afternoon or night shifts depending on the assigned client.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first confirm the user’s exact error, affected object or feature, and whether the issue impacts only one user or a group. I would then review the user’s profile, permission sets, role hierarchy, sharing settings, and relevant field- or object-level permissions. After making the least disruptive approved correction, I would validate access with the user and document the root cause and resolution.
I would capture the order examples, timestamps, workflow state, and error details, then assess whether the issue stems from data validation, permissions, a configuration change, integration dependency, or custom logic. I would communicate the operational impact to stakeholders, apply an approved fix or workaround where possible, and escalate reproducible engineering issues with clear evidence. I would also update documentation to reduce recurrence.
I prioritize by business impact, urgency, number of users affected, and whether a revenue-critical process such as quoting or order processing is blocked. I acknowledge requests quickly, set expectations, and keep lower-priority requesters informed while resolving production blockers first. Tickets are tagged consistently so trends and recurring issues can be reported.
I would avoid jargon and explain the practical impact first, such as what action is blocked and why it occurs. I would provide the approved workaround or next step, expected timing, and ownership of the escalation. My goal is to ensure the stakeholder understands how to proceed without needing to understand the underlying technical architecture.
A strong escalation includes the business impact, affected users, exact steps to reproduce, expected versus actual behavior, relevant record IDs, timestamps, screenshots or logs, environment details, and any recent configuration changes. I would also state troubleshooting already completed and identify whether a workaround exists. This gives engineering enough context to investigate efficiently.
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 are seeking a Tier-1 Business Systems Support Specialist with hands-on administrator experience in both Salesforce and NetSuite. In this role, you will serve as the primary internal systems expert—going beyond basic data entry or end-user support to actively troubleshoot system configurations, manage user permissions, and resolve complex application workflows. Communicating live via Slack and Zendesk, you will keep sales and business operations running smoothly while bridging the gap between frontline teams and engineering.
Reference: 2631-407585
Responsibilities
- Admin-Level Systems Support: Act as the internal admin to troubleshoot, configure, and resolve functional issues within Salesforce and NetSuite.
- Access & Permission Management: Manage user roles, access requests, profile permissions, and security controls across business applications.
- Live Operations Support: Provide rapid technical troubleshooting to internal sales and operations teams via Slack, Zendesk, and administrative toolsets.
- Cross-Functional Escalation: Efficiently diagnose and route high-level technical bugs and system dependencies to Product Management, Systems Engineering, Deal Desk, and Order-to-Cash teams.
- Documentation & Process Optimization: Maintain clear administrative workflows, update system documentation, and tag support interactions to identify recurring issues.
Requirements (Must-haves)
- Salesforce & NetSuite Admin Experience: Hands-on experience troubleshooting, configuring, and maintaining both Salesforce and NetSuite as an admin (not just as a daily end-user).
- 2–3 Years Technical Customer Support: Proven track record supporting users in real-time via live chat (Slack, Zendesk, or similar platforms).
- Deep Business Application Knowledge: Strong understanding of sales processes, CRM architecture, and order-to-cash workflows within ERP systems.
- Problem-Solving Skills: Demonstrated ability to trace workflow errors, diagnose application logs, and resolve user access conflicts promptly.
- Communication: Exceptional written and verbal English skills to translate complex technical fixes to non-technical teams.
Nice-to-haves
- Hands-on experience with SQL, BigQuery, or data reporting tools.
- Familiarity with Jira for issue tracking, escalation, and ticket management.
- Technical experience within a SaaS, technology, or high-volume sales environment
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
Compensation
Additional Information
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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