e-commerce IT SupportSmartsourcing

Hi! We're Smartsourcing, and we're looking for a Senior Support Specialist who can work with us full-time and on-site!
Where?📍 Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, Cebu
Be a part of the Smartsourcing crew 😄!
Smartsourcing was born with the purpose of changing people's lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on and .
Here's why we think you'd love working at Smartsourcing...
At Smartsourcing, we're all about fostering a positive work environment for you. We're always looking for folks who are not afraid to be their absolute authentic selves because we value diversity and inclusion.
We're proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why It is so vital for us that you have a healthy work-life balance. Some of our company perks include
💰 Above-industry salary package
🌞 Day Shift
😊 Fixed weekends off
👩‍⚕️ HMO coverage for you and your dependent/s after one (1) month
😋 Free lunch every day
☕ Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
🏋️ Subsidized gym membership at Anytime Fitness
😊 Paid leaves
And so much more!
Sidenote, we're looking for volleyball players to join our team!
As a Senior Support Specialist,
You will play an integral part in our client's newly formed Central Operations teams; a collaborative team that aims to provide our client's retail stores centralized support across an array of technical, platform, maintenance and daily store operational requirements.
You will be assisting in smaller projects, and admin tasks and provide the first level of support for all store-related queries, trying to resolve issues on a first-call basis else escalating and managing an issue till resolution.
Some of the things we'd expect you to do are to...
Respond to and troubleshoot support requests from stores for application, delivery partner and telco/networking issues
Liaise with application/telco vendors' Support Team to escalate and manage issues to resolution
Audit and report on store technical performance e.g. network outages, system downtimes, escalating issues as required
Coordinate on-site technicians as required to resolve technical issues
Develop Technical Support documentation and troubleshooting guides for store teams
Regularly audit menus on delivery partners to ensure they are accurate and as per expected on Redcat (currently completed by Nakea)
Listen to voicemails from our client's stores and escalate to store manager/ops managers as necessary
Develop and maintain the Shopify eCommerce platform for our client's wholesale
Setup our client's instance of the wholesale site, which presents relevant pricing & range for the customer
Process orders & payments; connect\ with our client's existing payment systems
Coordinate Redcat menu/item updates as necessary
Update daily SOH counts for products across all stores
Effectively communicate to stores and retail ops about changes made to kiosks & POS
Set up technical requirements for new stores including telco and utility connectivity
Order equipment from Redcat for all new stores, coordinate delivery and installation
Create new supplier accounts for store orders, ensuring credit terms are in place
Work with our client's BI development team to create daily reports and auditing support calls to Redcat > escalate and manage issues to resolution with Redcat support teams and create weekly reports to proactively identify areas to optimize the IVR and process as necessary
Monitor and reconcile stock on hand (SOH) levels for non-consumable store items held by our distributors e.g. packaging, coffee cups and lids etc.
Liaise with the marketing team to escalate when SOH levels reach levels needing stock to be reordered
Coordinate deliveries between manufacturers to the distributors
Assist in overseeing the progress of maintenance work across all stores
Prioritize work through communication between the Retail Operations Manager and Maintenance Manager
Maintain a supplier list for all maintenance issues
Escalate maintenance requests to the Maintenance Manager or else to an approved service supplier
We would need you to be or have the following...
Expert knowledge in Shopify Plus having previously set up stores
Experience with Redcat
Smartsourcing

Cebu City, Cebu
Permanent
Full-time