Job Description

Hi there! Thanks for stopping by \xf0\x9f\x91\x8b

Are you actively looking for a new opportunity? Or just checking the market? Well\xe2\x80\xa6 you might just be in the right place!

Working as a Support Specialist at Lightspeed, you will be a part of a truly global team with counterparts in APAC, NOAM & EMEA. You will provide technical assistance to hospitality merchants using our commerce platform.

Reporting to our Team Leads, you will be in contact with our customers (restaurants, cafes, bars, hotels) via phone, email and chat channels to provide a memorable customer experience and expert resolution. This role is more than just providing answers to our customers\' questions, as a team we focus on constantly improving our product through feedback and close collaboration.

Our customers\' success is our success.

What you\'ll be responsible for:

• Working with a truly global, multi-language team across APAC, EMEA and NOAM
• Have enthusiastic, positive and knowledgeable interactions with our Hospitality customers, partners and Lightspeed team members, maintaining Lightspeed\'s Gold Class standard for support via phone, chat and email.
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Work within our customer support platforms to document, track and resolve interactions
• 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
• Operating within a roster/schedule to ensure high availability of our assistance for our customers (In collaboration with your manager)

What you\'ll bring to the team :

We\'re looking for a Support Specialist who has experience with the following:

• Experience of customer service, ideally in a technical environment;
• Excellent communication skills in English and French (written and verbal);
• Strong attention to detail with an emphasis on customer service;
• Proven troubleshooting skills, especially when dealing with new or complex issues;
• Fast learner who is capable of self learning in a constantly changing environment

Available to work Tuesday-Saturday or Sunday-Thursday 10am - 6pm EST and work from the office Tuesday-Thursday.

Even better if you have, but not necessary:

• Experience interacting with customers through Phone, Email, Ticketing and Live Chat platforms
• Experience or knowledge of the Hospitality industry
• Experience supporting a SaaS product
• Experience supporting an iOS application
• Computer networking experience or interest

What\'s in it for you:

Come live the Lightspeed experience...

• Tons of growth opportunities into technical or customer oriented roles
• Exposure to modern and proven technology
• Opportunity to join a fast-paced, high-growth company
• Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story.
• An environment that encourages initiatives and leadership;

\xe2\x80\xa6 and enjoy a range of benefits that\'ll keep you happy, healthy, and (not) hungry:

• Lightspeed RSU program (we are all owners)
• Unlimited paid time off policy
• Hybrid work model (in office Tuesday-Thursday)
• Immediate access to health insurance
• Paid leave assistance for new parents
• LinkedIn learning license
• 1 paid volunteer day annually

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!

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.

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 .

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 Montr\xc3\xa9al, 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 .

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