Support Specialist II, IS (Permanent Work from home) at Lightspeedhq

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 check our Glassdoor page. To know more about Lightspeed, you can check our website, LinkedIn, and Youtube pages. We’re an open book! We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try! We partner with Inform Group to employ our Lightspeed workforce in the Philippines. Inform Group hosts Lightspeed employees who enjoy the benefits of the Philippine labour code combined with the full career opportunities provided by Lightspeed. To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes. Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Where to from here? Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here. Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs. Who we are: Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks. Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries. Lightspeed handles your information in accordance with our Applicant Privacy Statement.