Support Specialist II, IS
Philippines
Full Time
4 weeks ago
No Sponsorship
Key skills
SalesforceTime Management
About this role
Role Overview
- 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.
Requirements
- 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.
Benefits
- Market-leading salary package
- Permanent work from home setup
- Coworking space available, if needed
- We follow the PH holidays!
- 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