Part-Time Technology Support Technician

1 month ago

Toronto ON, Canada Lightspeed Restaurant Full time

We’re looking for a  Technical Specialist to join our Hospitality Support division. The Technical Specialist team is responsible for all Lightspeed customers: from pre-sale to post-sale, the team ensures these customers feel confident in their investment in Lightspeed. Composed of select, top-performing members from our sales, implementation, support and account management teams, the Technical Specialist team is in charge of consulting and implementing technical solutions for our valuable customers. Supporting Lightspeed's customers with excellent technical support and customer service over the phone, via chat, and email support tickets.
Developing a deep understanding of the typical business challenges Lightspeed’s premium customers may face and take the initiative to liaise with our company’s Product and Development teams to help improve the customer experience. 
Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
Participating in the creation and maintenance of troubleshooting, testing procedures and documentation for the technical support staff and Launch Services as well as documenting software defects for review and corrective action. 
Working closely with other Technical Specialists as well as Launch Services staff to best handle day to day situations to better customer experiences.
Extensive customer service experience in a technical support role
Excellent verbal and written communication skills in English and ideally in French.
Ability to handle multiple incoming emails, chat conversations and telephone calls.
Strong computer skills and working knowledge of Mac OS.
Strong problem-solving skills that will ensure these customers use their POS to its full capacity. 
Ability to manage technical escalations of at-risk accounts, and identify opportunities for growth.
Technical background and experience in POSIOS, networking and/or software.
Ability to do your job in a truly flexible environment;
Unlimited paid time off policy
Mental health online platform and counselling & coaching services
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.
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.
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.
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