Support Specialist

Summary

Join Lightspeed's Manila Support team as a Support Specialist, providing enthusiastic and knowledgeable assistance to global customers. You will troubleshoot issues, maintain customer relationships, and contribute to product improvement. The role involves using various communication platforms and collaborating with internal teams. Experience in technical support and customer service is essential, along with familiarity with different software platforms and APIs. Lightspeed offers a flexible work environment, competitive salary, comprehensive benefits, and opportunities for career growth.

Requirements

• Proven technical support and customer service experience
• Experience interacting through Phone, Email, Ticketing and Live Chat platforms
• Knowledge in online, mobile and desktop platforms; iOS, Android, OSX, Windows
• Familiarity with the concept of an API as a method to extend and connect applications
• Experience troubleshooting in a software environment

Responsibilities

• Have enthusiastic, positive and knowledgeable interactions with customers, partners and Lightspeed team members, maintaining Lightspeed's Gold Class standard for support
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Maintain customer health and retention by responding to red flags
• Assist with the help of the Lightspeed Support Centre
• Involvement in the review and deployment of new Lightspeed platform releases
• Assist with the identification, reproduction and escalation of product issues and bugs to the Quality Assurance team, tracking through to resolution with each customer, partner and Lightspeed team member
• Advocate and promote improvements to our products and services from frontline customer feedback to the Support Manager

Benefits

• Ability to do your job in a truly flexible environment
• Genuine career opportunities in a company that’s creating new jobs everyday
• Work in a team big enough for growth but lean enough to make a real impact
• Participate in the Lightspeed global culture
• Competitive salary package
• Flexible Work from Home policy
• HMO for employee and 2 dependents
• 15 days Vacation Leave and 10 days Sick Leave
• Night differential (where applicable) and allowances
• Health and wellness benefit of 7500PHP per year
• Mental health online platform and counseling & coaching services
• LinkedIn Learning license