Technical Customer Support Specialist

4 weeks ago

Auckland City, New Zealand Vend by Lightspeed Full time

**Hi there Thanks for stopping by**:
Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place

We are looking for Technical Customer Support Specialists to join our team in Newmarket or remotely in New Zealand. Your role will be to empower our Vend retailers throughout their journey, helping their businesses to flourish by providing exceptional support throughout our multiple global support channels.

As part of Vend's Support team, you will be the first point of contact with our customers, and therefore you will be dealing with a wide variety of technical requests. This in turn allows you to work closely with multiple different teams across Vend and develop in depth knowledge of all areas of the product.

**What you'll be doing**:

- Providing a high standard of customer service across all channels
- Identifying relevant support documentation that could be sent to our retailers to encourage self-service support
- Meeting or exceeding our internal key performance indicators for success
- Communicating with our retailers and our team in a friendly and professional manner
- Ensuring retailers have a quick response time by staying on top of your assigned tickets, with same-day ticket review
- Documenting communication with retailers with accuracy and sufficient detail for reporting and future reference
- Creating, reviewing and editing knowledge articles during every interaction with our retailers to maintain and grow our help centre
- Ensure privacy and security practices are followed at all times for both retailers and Vend
- Make sure every interaction is adding value to our retailers, our product & our team

Please note we have in-office and full remote roles open. The work shift is Tuesday-Saturday or Sunday-Thursday.

**What you need to bring**:

- At least one year of technical support, retail experience or relevant technical qualification
- Proficiency in Windows/Mac OS, as well as iOS and Android
- You're comfortable working in an agile environment where things move fast
- You love technology and get excited about helping people with technical queries

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)
- Unlimited paid time off policy
- Flexible working policy
- Health and wellness benefit of $500 per year
- Mental health online platform and counselling & coaching services
- Paid leave and assistance for new parents
- LinkedIn Learning license
- Secure, full-time carpark
- Dog-friendly environment
- Free fresh fruits, snacks and drinks (and cake for your birthday)
- Awesome office space located in Newmarket (Auckland)

Our office is closed in response to the Covid-19 pandemic and when we do choose to reopen, it will be done following government guidelines ensuring the safety of all our staff.**Where to from here?**:
Obviously, we're looking to ensure it's a solid fit from both sides: we want you to step into a role you love, and we want to offer you a place you're proud to come to every day. For a glimpse into our world check out our Instagram here.
- Vend by Lightspeed is an equal opportunity employer committed to providing a working environment that embraces, values and champions diversity, equity and inclusion._

**Who we are and what we do**:
Vend joined forces with Lightspeed in 2021 to become 'Vend by Lightspeed'. We are a cloud-based commerce platform designed for busy retailers. We started our journey in New Zealand ten years ago and have grown from local startup to global success. By joining Lightspeed, we are able to make an even bigger impact, with greater resources, building new features faster and powering retailers everywhere.

At the heart of who we are is our people and customers. We power local retailers in over 100 countries and we have offices in Canada, USA, Europe and APAC. We dream big and we're looking for people who do the same.

Here in APAC you'll have the ability to make a genuine impact, learn from the industry's best, and enjoy the perks of being part of a global growing tech company

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