Technical Customer Support - Pacific or Mountain Time Zone

Lightspeed; Calgary; Hybrid; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Equity options

Remote work policies

Health & wellness benefits

Pension plan

Job summary

Lightspeed is seeking a Technical Customer Support professional to deliver world-class service to Brands & Retailers using the NuORDER by Lightspeed platform. You will manage high volumes of tickets via chat, email and phone from BC or Calgary locations.

You will become a NuORDER expert, troubleshoot issues, validate data, and guide customers on features, configuration and data integration. A passion for problem solving and strong communication are essential for success.

Qualifications

• 2+ years experience in an analytic, customer service or SaaS/technology-related role.
• Experienced in either B2B or SaaS product support.
• Understand B2B eCommerce, wholesale retailing, and merchandising principles is a plus.
• BA/BS or equivalent experience.

Responsibilities

• Become a NuORDER expert and understand the ins-and-outs of our web and iPad app to best serve client needs in technical and non-technical fields.
• Troubleshoot app issues or bugs raised by clients or internally.
• Review integration logs and validate data to resolve ingestion issues.
• Provide guidance on application features and configuration.
• Test issues to replicate client experiences and how to reproduce.

Skills

Customer support

SaaS experience

Analytical thinking

Education

BA/BS or equivalent

Job description

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We are looking for an Technical Customer Support to deliver world class support to the Brands & Retailers who utilize the NuORDER by Lightspeed B2B platform to deliver a seamless, more collaborative wholesale process. This position is for someone who has a passion for customer service and a love of technology. You get excited about helping people with technical queries. You are a person who can manage a high volume of incoming customer tickets via chat, & phone support channels.

We are only hiring in the British Columbia (PST) or Calgary (MST)

What you’ll be doing:

Become a NuORDER expert and understand the ins-and-outs of our web and iPad app to best serve client needs in both technical and non-technical fields.

Troubleshoot app issues or bugs that are raised by clients or internally

Review Integration logs and validate associated data to resolve ingestion issues.

Provide guidance on application features and configuration.

Test issues to replicate what a client might be experiencing and how to produce.

Be a champion of world-class customer service, and have a passion for delivering a high quality customer experience.

Interact professionally with VIP customer clients.

Manage a high volume of incoming customer tickets via email, chat, & phone support channels.

Work collaboratively to ensure that the best customer outcomes are achieved.

And a little bit of....

Helping to improve team processes as part of team wide project work.

Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role.

What you need to bring:

2+ years experience in an analytic, customer service or SaaS/technology-related role

Experienced in either B2B or SaaS product support

Understand B2B eCommerce, wholesale retailing, and merchandising principles is a plus

BA/BS or equivalent experience.

How you will be measured:

CSAT - Customer Satisfaction scores.

Progression in our tracked platform functionality and team process competencies.

How you will succeed:

Be a lifetime learner, ready to become an expert in the NuORDER system.

Being a self starter that enjoys problem solving.

The ability to analyze & manipulate data in Excel, and work with customers to identify data issues.

An understanding of data integration principles - how systems share data (API/FTP).

Enjoy working in a fast paced, dynamic environment.

A service mindset, drives to resolution and puts our clients first.

Your success will derive from your superior communication skills, technology expertise, and focus on customer outcomes.

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...

Be a changemaker

A flexible work environment that empowers you to do your best work

A culture that celebrates performance

The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard

Career-defining opportunities

Plus benefits designed to keep you happy, healthy and fulfilled.

Flexible paid time off and remote work policies

Equity options, because this is your company too

Contributions to your pension plan. Your future matters

Training opportunities to grow your skills and career

Health and wellness credit so you feel your best

Time off to volunteer and give back to your community

Interest groups, employee led networks, social committees to sponsored sports teams

Computer purchase program to get your personal Macbook

Enhanced parental leave to support growing families

Fuel your growth. Find your people.

At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you—all within a driven, diverse and inclusive team that’s passionate about empowering our communities.

At Lightspeed, we carefully consider a wide range of factors when determining compensation, including your skill set, qualifications, experience, and market data. These considerations can cause your compensation to vary. We reasonably expect the total compensation for this position to be in the range of $45,000 - $55,000 CAD. Lightspeed also provides a variety of employee benefits including, but not limited to, medical, dental, wellness, life and disability insurance, RRSP plan and match, paid parental leave top-up, and paid time off.Please note that this compensation information is solely for candidates hired to perform work within Ontario and reflects the amount Lightspeed is willing to pay at the time of this posting. This role represents an existing vacancy at Lightspeed. Lightspeed uses artificial intelligence–enabled tools to support certain aspects of the recruitment process; all hiring decisions are made by our recruiting and hiring teams.

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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.