Support Specialist I

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

Working as a Support Specialist at Lightspeed, you will provide full-time technical assistance for our Point of Sale software for Restaurants. You will be part of our Hospitality Support team designed for customers needing assistance with the software. Reporting to the Team Lead, you will be in contact with our customers (restaurants, cafes, bars, hotels) via phone, email and chat to provide a memorable customer experience.

Please note that this role requires working one weekend day. The schedule will be either Sunday–Thursday or Tuesday–Saturday, 10am–6pm EST.

What you'll be responsible for:

• Providing excellent technical support and customer service to our customers
• Use consistent troubleshooting techniques to quickly identify the source of customer issues and provide a prompt and appropriate solution
• Properly document and track customer issues and resolutions
• Follow escalation procedures as required
• Liaise with team leaders to best handle day to day situations to create better customer experiences

What you'll be bringing to the team:

• 1-2 years of customer service experience
• As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
• Excellent verbal and written communication skills in both English and French
• Ability to handle multiple tasks: incoming telephone calls, emails, chats
• Effective telephone communication skills, with the ability to conveying a customer-focused attitude
• Proven troubleshooting skills and mindset
• Fast learner who is capable of self learning in a constantly changing environment
• Available to work Sunday - Thursday, 10am - 6pm

Even better if you have, but not necessary:

• Experience or knowledge of the Hospitality industry
• Computer hardware and networking experience or interest
• Have experience supporting SaaS products
• Working knowledge of Mac OS X and iOS
• Technical problem solving experience or interest

Be a changemaker

You'll enjoy:

• A flexible work environment that empowers you to do your best work
• A culture that celebrates performance
• The chance to make an impact in a team that's big enough for career growth, but lean enough to make your voice heard
• Career-defining opportunities

Plus benefits designed to keep you happy, healthy and fulfilled.

• Flexible paid time off and remote work policies
• Equity options, because this is your company too
• Contributions to your pension plan. Your future matters
• Training opportunities to grow your skills and career
• Health and wellness credit so you feel your best
• Time off to volunteer and give back to your community
• Interest groups, employee led networks, social committees to sponsored sports teams
• Computer purchase program to get your personal Macbook
• Enhanced parental leave to support growing families

Fuel your growth. Find your people.

At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you—all within a driven, diverse and inclusive team that's passionate about empowering our communities

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.

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