Support Specialist

About the role

Lightspeed is hiring a Support Specialist for its global 24x7 support team. As the first point of contact for customers, you will help with requests ranging from general questions to hardware and software investigations, investigating, troubleshooting, testing and resolving issues faced by hospitality customers. The team spans APAC, EMEA and NOAM and works in a roster schedule.

Key responsibilities

• Interact enthusiastically with hospitality customers, partners and colleagues by phone, chat and email, maintaining the Gold Class standard
• Use consistent troubleshooting techniques to identify and solve customer issues quickly
• Document, track and resolve interactions in the customer support platforms
• Help identify, reproduce and escalate product issues and bugs to the QA team, following them through to resolution
• Advocate for improvements to products and services

Required profile

• Previous customer service and/or technical support experience
• Strong attention to detail and excellent verbal and written English
• Basic experience with online, mobile and desktop platforms (iOS, Android, macOS, Windows)
• Willingness to work flexible days and shifts including weekends

Nice to have

• Phone, email, ticketing and live chat experience
• Hospitality or SaaS product support experience
• Mac OS, HTML/CSS, German, Dutch or French

What we offer

• Equity scheme
• Wellness credit of up to 1,300 GEL per year
• Mental health support through the Modern Health app
• Dental coverage in the medical insurance plan
• External Russian-speaking psychological support (up to 7 sessions per year)
• Remote work option of 60 days a year
• Apple MacBook Pro for work