Technical Support Specialist

About the role

Provide technical support to customers through phone, email, chat, and other support channels.
Troubleshoot software, device, networking, and configuration-related issues across Lightspeed products.
Communicate proactively with customers regarding issue status, solutions, and best practices.
Aid customers with product setup, configuration, integrations, and ongoing usage.
Document, prioritize, and escalate product issues when necessary.
Monitor support queues and ensure timely resolution of customer requests in accordance with service level agreements.
Collaborate with Product and Engineering teams to identify trends, recurring issues, and product improvement opportunities.
Maintain accurate case documentation and troubleshooting records.
Test and validate fixes, configurations, and product updates as needed.
Stay current on Lightspeed products, operating systems, networking concepts, and industry technologies.
Contribute to knowledge base articles and internal documentation.
Support team initiatives and additional projects as assigned.

Responsibilities

• Provide technical support to customers through phone, email, chat, and other support channels.
• Troubleshoot software, device, networking, and configuration-related issues across Lightspeed products.
• Communicate proactively with customers regarding issue status, solutions, and best practices.
• Aid customers with product setup, configuration, integrations, and ongoing usage.
• Document, prioritize, and escalate product issues when necessary.
• Maintain accurate case documentation and troubleshooting records.
• Test and validate fixes, configurations, and product updates as needed.
• Stay current on Lightspeed products, operating systems, networking concepts, and industry technologies.
• Contribute to knowledge base articles and internal documentation.
• Support team initiatives and additional projects as assigned.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 6+ months of technical support, help desk, or customer support experience.
• Strong troubleshooting and problem-solving skills.
• Familiarity with Windows and macOS operating systems.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Excellent organizational skills and attention to detail.
• Customer-first mindset with a passion for delivering exceptional service.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Team-oriented with a collaborative approach to problem solving.

Qualifications

• Passionate about technology, problem-solving, and delivering an exceptional customer experience.
• Experience working in a fast-paced SaaS environment.
• Experience with Lightspeed products and solutions.
• Experience with troubleshooting and resolving complex technical issues.
• Experience with customer service and communication.

Skills

• Technical troubleshooting skills.
• Customer service skills.
• Collaboration and teamwork skills.
• Problem-solving skills.
• Communication skills.

Benefits

LightSpeed Systems offers a comprehensive benefits package designed to support your overall wellbeing at work and beyond. Benefits may vary by location.

Pay

Competitive salary based on experience and qualifications.

Schedule

Hybrid role located in South Austin (near Dripping Springs).

Contact

To apply, please visit our careers page at www.lightspeedsystems.com/careers.