Support Specialist

3 days ago


Montréal, Canada Lightspeed Commerce Full time

**What you'll be doing**:

- 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**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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