Chat Support Agent

Job Overview

Responsibilities

• Provide timely, accurate, and professional support to customers via live chat.
• Troubleshoot and resolve customer issues related to Lightspeed's software, including inventory management, customer orders, and sales analytics.
• Guide users through platform features and functionalities to ensure they are maximising the value of our services.
• Clearly document all customer interactions, technical issues, and resolutions within our CRM system.
• Escalate complex problems to the appropriate internal teams while maintaining ownership of the customer issue.
• Strive to meet and exceed individual and team performance metrics, including customer satisfaction scores.
• Contribute to our knowledge base by creating and updating support documentation.
• Identify and report recurring customer issues and potential software bugs to the product development team.

Qualifications

• Proven experience in a customer support role, preferably within a SaaS or technology-focused environment.
• Exceptional written communication skills, with a strong grasp of grammar and punctuation.
• Excellent problem-solving and analytical abilities with a keen attention to detail.
• The ability to multitask effectively, managing multiple chat conversations simultaneously without compromising on quality.
• A patient, empathetic, and customer-focused demeanour.
• A high degree of technical aptitude and the ability to learn new software quickly.
• Experience with retail, hospitality, or eCommerce operations is highly advantageous.
• Familiarity with CRM software (e.g., Zendesk, Salesforce) is desirable.

Benefits

• A competitive hourly wage and a comprehensive benefits package.
• Opportunities for professional development and career progression within a growing global company.
• A collaborative, inclusive, and supportive team environment.
• The chance to make a real impact on businesses around the world by helping them succeed.

Pay

$25 - $35 USD per hour

Schedule

Full-time