Offer summary

Qualifications:

Minimum one year of customer service experience in a technical support role., Proficient in Windows, Mac OS X, iOS, computer hardware, and basic networking., Exceptional verbal and written communication skills in English and French., Strong attention to detail with a focus on customer service..

Key responsibilities:

Provide technical assistance for Point-of-Sale products via chat, phone, and email.

Utilize troubleshooting techniques to identify and resolve customer issues efficiently.

Communicate with team members regarding ongoing customer and product issues.

Assist and train fellow team members based on observations and feedback.

Job description

The Support Team is seeking a customer service-oriented individual to provide full-time technical assistance for our Point-of-Sale products. This position is for an experienced computer user with a strong background in customer service in a technical support role. The ideal candidate has exemplary verbal and written communication skills and is proficient in Windows, Mac OS X & iOS, computer hardware, and basic networking.

What you'll be doing:

Demonstrate a high standard of customer service across all Support channels as rostered, including; Chat, Phones, and Emails
Utilize consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution, such as Excel/V Lookup, CLI, backend tools, etc
Staying up-to-date with advanced product integration and process knowledge
Handling inquiries from Support Specialists by maintaining a responsive presence in Slack troubleshooting channels
Handling inquiries from Support Specialists by approving or declining escalations from our Tier 1 team
Identify incorrect workflows and challenges, providing feedback to the Team Lead
May be trained cross-functionally across products as needed
Providing the Tier III team with workflow improvements on resources and documentation updates, and tracking Jira tickets.
Be an example to fellow team members; assisting, shadowing and training them based on observations and feedback.
Take on the Communication Manager role during outages as required
Communicate with relevant staff members regarding current and ongoing customer and product issues (ex: bugs, incidents, and security incidents)

And a little bit of....

Handle miscellaneous duties and responsibilities such as working towards and maintaining KPIs, as defined by management
Going above and beyond standard troubleshooting or support flows to #makeitaboutthecustomer and ensure a positive retailer experience

What you need to bring:

Customer service experience in a technical support role for a minimum of one year
Experience in a technical support environment answering escalated queries
You can handle a lot of the sticky tickets that come from all product areas
Exceptional English and French written and verbal communication skills
Strong attention to detail with an emphasis on customer service

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.

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