LSS Specialist

Oman Shell; Philippines; On-site; PHP 391,000 - 614,000; Full time

Job summary

Oman Shell in the Philippines is seeking a Loading Systems Support (LSS) Specialist to ensure safe and accurate product loading operations across Shell terminals, providing rapid troubleshooting and root-cause analysis. You will handle calls from drivers, terminal operators and customers, monitor TMS and TABS, and coordinate with specialist teams to resolve incidents 24/7.

The role requires strong customer service, technical aptitude, and flexibility to work night shifts, weekends, and holidays

Qualifications

• Bachelor's degree in any discipline.
• Experience in customer support or call center is preferred.
• Strong English communication, written and verbal.
• Ability to analyze technical issues and explain IT-related processes.
• Proficient with Microsoft Office and general PC operations.

Responsibilities

• Provide first-level support for loading issues 24/7.
• Troubleshoot issues, perform root-cause analysis, and resolve incidents.
• Monitor systems (TMS, TABS) and coordinate with escalation teams.
• Communicate with drivers, terminal operators, and customers via phone and email.
• Advise on terminal operations and customer setups.

Skills

Customer service

Troubleshooting

Communication skills

Technical support

Education

Bachelor's degree

Tools

DTN TABS

GSAP

Salesforce

Job description

What’s the role

The Loading Systems Support (LSS) Specialist plays a critical role in ensuring safe and accurate product loading operations across terminals. The role supports terminal personnel and customers by troubleshooting loading issues, identifying root causes, and maximizing the effective use of terminal automation systems. Working in a highly customer-focused, call center environment, the LSS Specialist handles incoming calls from drivers, terminal operators, and internal and external customers, while monitoring shared inboxes and system alerts. Most issues are resolved during the initial interaction, with more complex cases escalated to second-level support as needed.

What you’ll be doing

The Loading Systems Support (LSS) Specialist provides first-level support for Shell Distribution and Outside Supply Point terminals, ensuring uninterrupted operations 24/7, 365 days a year. The role assists drivers and customers in resolving loading issues, including those related to customer setups, through effective troubleshooting, root cause analysis, and issue resolution. The LSS Specialist monitors critical systems such as TMS and TABS, ensuring the timely and accurate transmission of operational data across terminal networks. The role supports a broad range of internal and external stakeholders by assessing issues, determining the appropriate response, and coordinating with specialist support teams when escalation is required. Based on business impact and urgency, the LSS Specialist prioritizes and resolves incidents while providing guidance on terminal operations, business processes, and system-related inquiries. Success in this role requires a strong understanding of Distribution operations, the Mobility business, and Terminal Automation Systems, combined with excellent customer service, problem-solving, and technical support skills. The position manages customer requests through both phone and email channels, delivering responsive and effective support to maintain operational continuity.

Challenges

This role operates in a 24/7 support environment and requires flexibility to work night shifts, weekends, and public holidays (both U.S. and Philippine holidays). Work schedules are currently rotated every four months to support business and operational requirements.

What you bring

• Bachelor's degree in any discipline.
• Familiarity with key systems such as DTN TABS, GSAP, and Salesforce is an advantage, but not required.
• Ability to understand, analyze, and communicate technical issues and IT-related processes effectively.
• Proficient in Microsoft Office applications and general PC operations.
• Previous experience in a customer support or call center environment (voice and/or non-voice) is preferred.
• Strong English communication skills, both written and verbal, with the ability to interact professionally with diverse stakeholders.
• Willingness and flexibility to work on a rotating shift schedule, including night shifts, weekends, and holidays.
• Strong problem-solving, troubleshooting, and customer service skills, with the ability to perform effectively in a fast-paced support environment.
• DISCLAIMER: Certain positions within the organization may be subject to post-employment restrictions, including non-compete obligations. Additional details will be provided during the recruitment process where applicable.

Shell is an Equal Opportunity Employer.

You can be a part of the future of energy. Together at Shell, we’re transitioning to become a net-zero emissions business while providing the energy that people around the world need today. Working with experienced colleagues, you’ll have the opportunity to develop your skills, in an environment where we value honesty, integrity and respect for one another.
At Shell, you progress as we tackle the energy challenge together. #PowerYourProgress

Shell has a bold goal: to become one of the world’s most diverse and inclusive companies, a place where everyone – from our employees to our customers, partners and suppliers – feels valued, respected, and has a strong sense of belonging. Find out more about DE& I at Shell. Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries. Whether they work on our platforms and pipelines, or in our offices and research labs, people are key to our success. They collectively determine our culture and we expect them to behave according to our values: honesty, integrity, and respect for people. Learn more about our purpose and strategy

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