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Technical Specialist

4 months ago

Montreal, Canada Lightspeed Full time

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place

We’re looking for aTechnical Specialist to join our Hospitality Support division. As a part of the team, your contribution will have a direct impact on our customers’ drive to modernize the tech stacks in their business, with Lightspeed’s suite of products being at the forefront of their business.

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. Join our elite team and work with our amazing customers at a high level of support.

What you’ll be responsible for:

  • 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.
  • Ensuring team alignment with product updates.
  • Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
  • Documenting and tracking customer issues and resolutions.
  • 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.

What you’ll be bringing to the team:

  • 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.
  • Ability to convey a customer-focused attitude.
  • 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.
  • Flexibility in your schedule to work. Support never stops

Even better if you have, but not necessary:

  • Hospitality industry experience.
  • Technical background and experience in POSIOS, networking and/or software.
  • Understanding of the sales cycle and customer journey in a SaaS environment.

Who you are:

  • Ability to thrive in a competitive, extremely fast-paced environment.
  • Results-driven and autonomous individual.
  • Excellent judgment and an ability to de-escalate situations quickly and efficiently.
  • Resourceful with a demonstrated ability to anticipate change and proactively. adjust priorities and strategies accordingly.
  • Comfortable simultaneously managing multiple customers who are at different points on the customer journey.
  • Ability to cultivate strong relationships with all customer tiers.
  • Self-starter who also works well in a team environment.
  • Entrepreneurial spirit with a keen sense of initiative and a desire for professional development.

What’s in it for you?:

Come live the Lightspeed experience...

  • 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.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

  • Lightspeed share scheme (we are all owners)
  • Unlimited paid time off policy
  • Health insurance
  • Health and wellness benefit of $500 per year
  • Paid leave and assistance for new parents
  • Mental health online platform and counselling & coaching services

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 tocreating an inclusive and barrier-free workplace. Lightspeed welcomes andencourages applications from people with disabilities. Accommodations areavailable on request for candidates taking part in all aspects of theselection 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.

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