Support Specialist II, IS (Permanent Work from home)

Hi there! Thanks for stopping by 👋 Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! We have bike enthusiasts, foodies, video game heroes, dog and cat lovers, movie buffs, musicians, and every variety of people. Lightspeed was founded on the principles of diversity and inclusion and our daily practices and interactions reflect this commitment everyday. Wherever you look, you will find a friend in Lightspeed. If you’re keen to join, we’re looking for a Support Specialist II, IS (Permanent Work from home) to join our team in Manila. As a Support Specialist II, IS, you will provide reliable support for internal systems by managing user access, monitoring troubleshooting requests, and serving as a key point of contact for bug escalations. You will be responsible for diagnosing complex issues, delivering timely solutions, and keeping stakeholders informed on the status of ongoing support requests. What you’ll be doing: Use consistent troubleshooting techniques to quickly identify root causes and deliver timely, effective solutions. Follow established support processes and procedures while meeting defined SLOs. Manage escalations from Support Specialists, maintaining a responsive presence in Slack troubleshooting channels. Communicate clearly with stakeholders on ongoing system, product, and customer issues. Support IS systems and end users, including managing user access and ensuring SOX compliance. Act as the entry point for bugs and issues, creating detailed tickets and supporting resolution with technical teams. Collaborate with end users, Product Managers, IS, and IT teams to resolve issues and improve systems. Contribute to documentation, including user guides, access guidelines, and internal knowledge resources. Assist in onboarding and training new IS Support team members. What you need to bring: We're looking for a candidate who has experience with the following: Proven experience in high-velocity environments, with strong multitasking, time management, and the ability to prioritize competing demands. Customer-focused background with experience in a formal support role, acting as a reliable resource for stakeholders. Hands-on experience with core business systems such as Salesforce, Slack, Zendesk, Intercom, Gong, or Outreach, including user management and troubleshooting. Experience working within Service Level Objectives (SLOs), consistently meeting or exceeding response and resolution targets. Our hiring process is very straightforward. The whole process will be conducted at the comfort of your own home, through Zoom or Google Meet. No need to go through Manila's heavy traffic! Be a changemaker You’ll enjoy: Genuine career opportunities in a company that’s creating new jobs every day; Work in a team large enough for growth but lean enough to make a real impact; Exposure to modern and proven technology; Ability to work and grow in a truly flexible environment; Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture, a true Canadian tech success story. Plus benefits designed to keep you happy, healthy and fulfilled. Market-leading salary package Permanent work from home setup Coworking space available, if needed We follow the PH holidays! Benefits you can enjoy from day one: HMO for you and your 2 dependents (Maxicare) 15 Vacation leaves 10 Sick leaves Government Mandated Benefits Food Allowance of 1000PHP per month Work from Home Allowance of 1000PHP per month Health and wellness benefit of 7500PHP per year Free LinkedIn Learning License Free access to Mental Health support and coaching services Opportunity to grow your career in a company that values internal mobility Exciting online and in-person events hosted regularly by our Manila Culture Club Not yet convinced? For honest reviews left by real people, you can ch ... (truncated, view full listing at source)