Customer Support Specialist at Lightspeed Commerce

What you’ll be doing:

• Have enthusiastic, positive and knowledgeable interactions with customers, partners and Lightspeed team members, maintaining Lightspeed's Gold Class standard for support
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Maintain customer health and retention by responding to red flags
• Assist with the help of the Lightspeed Support Centre
• Involvement in the review and deployment of new Lightspeed platform releases
• Assist with the identification, reproduction and escalation of product issues and bugs to the Quality Assurance team, tracking through to resolution with each customer, partner and Lightspeed team member
• Advocate and promote improvements to our products and services from frontline customer feedback to the Support Manager

This role will cover predominantly a nightshift schedule and may be required to work during weekends depending on the business needs.

What you need to bring:

• Proven technical support and customer service experience
• Experience interacting through Phone, Email, Ticketing and Live Chat platforms
• Knowledge in online, mobile and desktop platforms; iOS, Android, OSX, Windows
• Familiarity with the concept of an API as a method to extend and connect applications
• Experience troubleshooting in a software environment