Support Specialist

**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

**What you'll be doing**:

- Handle escalations and queries from your team while documenting and tracking customer issues and resolutions
- Create and manage product education and training. Curating the knowledge base with detailed internal articles for use
- Conduct regular training sessions to skill peers in troubleshooting techniques and processes
- Maintain an accurate list of open problem tickets while advising support staff of planned solutions. Provide analysis on legacy bugs that continue to create friction and negative experiences for retailers
- Monitor incoming support volume to identify the common volume drivers and communicate to product accordingly

And a little bit of
- Handle miscellaneous duties and responsibilities as defined by management
- Go above and beyond standard troubleshooting or support flows to ensure a positive retailer experience

**What you need to bring**:

- Customer service experience in a technical support role
- Previous experience in a technical support environment answering escalated queries
- Prior experience working with cross functional teams (Engineering, Product, Customer Success)
- Strong attention to detail and excellent management skills

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
- Work remotely from anywhere in the world for up to 60 days per year
- 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
- Volunteer day
- 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)

**Where to from here?**
Obviously, this has to be mutually beneficial: 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 career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal's gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

**Who we are**:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
- Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.