Support Specialist, German speaking

Lightspeed Commerce; Belfast City District; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Unlimited annual leave

Health and wellbeing allowance £400

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Equity for all Lightspeeders

Job summary

Lightspeed Commerce is seeking a customer-focused Support Specialist to be the first point of contact for hospitality customers, helping with education and troubleshooting across hardware and software. You will join a global 24x7 team (APAC, EMEA, NOAM), work shifts including weekends, and document interactions in our support platforms while escalating product issues to QA when needed.

Strong German and English communication, prior customer service or tech support experience, and familiarity

Qualifications

• Previous customer service experience and/or technical support.
• Excellent verbal and written communication skills in German & English.
• Basic experience using common online, mobile and desktop platforms; iOS, Android, OSX, Windows.

Responsibilities

• Work with a global, multi-language 24x7 team across APAC, EMEA and NOAM.
• Investigate, troubleshoot, test and resolve hospitality customer issues.
• Document, track and resolve interactions in support platforms.
• Escalate product issues to QA and track to resolution.
• Promote improvements to products and services.
• Operate within a roster/schedule to ensure high availability.

Skills

German

English

Customer service

Technical support

Troubleshooting

Tools

iOS

Android

Windows

Mac OS

HTML/CSS

Job description

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

As part of Lightspeed’s Support team, you will be the first point of contact for our customers who need assistance, helping with a wide variety of requests all the way from general education to hardware/software investigation and everything in between.

Working closely with various global teams at Lightspeed, you will investigate, troubleshoot, test and resolve issues that our hospitality customers may be facing during service.

What you’ll be doing:

Working with a truly global, multi-language 24x7 team across APAC, EMEA and NOAM

Flexibility on working days and shifts (weekends included)

Have enthusiastic, positive and knowledgeable interactions with our Hospitality customers, partners and Lightspeed team members, maintaining Lightspeed's Gold Class standard for support via phone, chat and email.

Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution

Work within our customer support platforms to document, track and resolve interactions

Assist with the identification, reproduction and escalation of product issues and bugs to the Quality Assurance team, tracking through to resolution with each customer, partner and Lightspeed team member

Advocate and promote improvements to our products and services

Operating within a roster/schedule to ensure high availability of our assistance for our customers (In collaboration with your manager)

What you’ll be bringing to the team:

Previous customer service experience and/or technical support Strong attention to detail with an emphasis on providing an exceptional customer experience

Excellent verbal and written communication skills in German & English

Basic experience using common online, mobile and desktop platforms; iOS, Android, OSX, Windows

Even better if you have, but not necessary:

Experience interacting with customers through Phone, Email, Ticketing and Live Chat platforms

Experience or knowledge of the Hospitality industry

Experience supporting a SaaS product

Experience supporting an iOS application

Computer networking experience or interest

Even better if you have, but not necessary

Passion in technology;

Working knowledge of Mac OS and basic knowledge of HTML/CSS;

Hospitality experience;

Dutch or French written and verbal communication 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...

What’s in it for you:

Unlimited Annual Leave with our PTO scheme

£400 annually towards Health and Wellbeing

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Opportunity to join a growing team, in a fast-paced, high-growth company

Work with a team of incredibly talented and forward-thinking people!

Work for a team that values hard work, and knows how to celebrate the wins

Amazing benefits & perks, including equity for all Lightspeeders

In short, an opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story.

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.