Technical Customer Support - Pacific or Mountain Time Zone

Lightspeed Commerce, Inc.; Vancouver; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Flexible paid time off and remote work

Equity options

RRSP plan and match

Training opportunities

Health and wellness credit

Time off to volunteer

Macbook purchase program

Enhanced parental leave

Job summary

Lightspeed Commerce, Inc. is seeking a Technical Customer Support specialist for the NuORDER by Lightspeed B2B platform to deliver world-class support to Brands & Retailers. You will manage high volumes of tickets via chat, email, and phone, troubleshoot issues, and guide clients through features and configurations.

The role focuses on becoming a NuORDER expert, handling integration data, and collaborating with VIP clients to achieve optimal outcomes in a fast-paced environment.

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 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.

Skills

Analytical mindset

Customer service experience

SaaS/tech experience

B2B product support

Data analysis in Excel

Education

Bachelor's degree or equivalent

Tools

Excel

Job description

Hi there! Thanks for stopping by

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.

Be a changemaker

You’ll enjoy:

• 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.

#LI-TL2

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.

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.

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