Senior Application Support Specialist

2 weeks ago

Vancouver, Canada Lightspeed Full time

Hi there Thanks for stopping by

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

We are looking for a Senior Application Support Specialist deliver world class support to the Brands & Retailers who utilize the NuORDER by Lightspeed B2B platform to deliver a seamless, more collaborative wholesale process. Working closely with the Application Support Manager, supervising incoming ticket volumes to ensure KPIs are met. Acting as a change agent. helping to improve team processes as well as serving as a mentor and coach to front line support staff. 

(Please note that the schedule for this role is Monday - Friday, 9am-5pm PST)

What you’ll be doing:

Reporting into the Application Support Manager, the Senior Customer Support Specialist is responsible for tier-1 and tier-2 case resolution, cross functional issue management with Product,Engineering,Success & Services teams.  Working as part of a global Support team, this individual will be responsible for ensuring client issues are responded to according to our service level agreements. Ensure issues are analysed and escalated as necessary, and clients are satisfied with the service.  NuORDER prides itself on offering the best solution & service to its customers, and this individual must be passionate to work with customers and take pride in becoming a product expert who wants to solve customer problems efficiently and effectively.  Supervise agent ticket volumes and provide guidance on case resolution to junior agents.  Performance manage and mentor junior agents, upskilling them in team processes and product functionality.

A little bit of:

Creating supporting documentation to ensure reference material for new features is present and tribal knowledge is captured. Helping to improve existing processes as part of team wide project work.  Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role.

What you need to bring:

Expertise in software troubleshooting and resolution best practices Analyse & manipulate data and work with customers to identify data issues Genuinely enjoy problem solving and have a Service mindset. Good working knowledge of Zendesk, Salesforce, Jira, and Confluence Solid Understanding of Service Delivery processes, ITIL would be an advantage. An excellent understanding of web technologies and database tools.  Understanding B2B eCommerce, wholesale retailing, and merchandising principles is a plus.

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

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) Lightspeed RSU program (we are all owners) Unlimited paid time off policy Flexible working policy Health insurance Health and wellness benefits Paid leave assistance for new parents Linkedin learning Volunteer day

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