Remote SaaS Technical Support Specialist

Lightspeed Systems; Austin (TX); Remote; GBP 23.000 - 36.000; Vollzeit

Zusammenfassung

Lightspeed Systems is seeking a Technical Support Specialist to join our remote Customer Service team. You will troubleshoot and support end users across Lightspeed’s product suite, diagnosing issues, guiding configuration, and collaborating with Product and Engineering to resolve challenges.

This role combines technical support with exceptional customer service in a fast-paced SaaS environment, requiring clear communication and a customer-first mindset.

Qualifikationen

• 6+ months of technical support, help desk, or customer support experience.
• Strong troubleshooting and problem-solving skills.
• Familiarity with Windows and macOS operating systems.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Excellent organizational skills and attention to detail.
• Customer-first mindset with a passion for delivering exceptional service.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Team-oriented with a collaborative approach to problem solving.

Aufgaben

• Provide technical support to customers through phone, email, chat, and other support channels.
• Troubleshoot software, device, networking, and configuration-related issues across Lightspeed products.
• Communicate proactively with customers regarding issue status, solutions, and best practices.
• Assist customers with product setup, configuration, integrations, and ongoing usage.
• Document, prioritize, and escalate product issues when necessary.
• Monitor support queues and ensure timely resolution of customer requests in accordance with service level agreements.
• Collaborate with Product and Engineering teams to identify trends, recurring issues, and product improvement opportunities.
• Maintain accurate case documentation and troubleshooting records.
• Test and validate fixes, configurations, and product updates as needed.
• Stay current on Lightspeed products, operating systems, networking concepts, and industry technologies.
• Contribute to knowledge base articles and internal documentation.
• Support team initiatives and additional projects as assigned.

Kenntnisse

Troubleshooting

Customer service

Windows/macOS

Communication

Organization

Teamwork

Non-technical explanations

Ausbildung

Bachelor’s degree in information technology, ora relatedfield

Jobbeschreibung

Lightspeed Systems is seeking a Technical Support Specialist to join our remote Customer Service team. You will troubleshoot and support end users across Lightspeed’s product suite, diagnosing issues, guiding configuration, and collaborating with Product and Engineering to resolve challenges.

This role combines technical support with exceptional customer service in a fast-paced SaaS environment, requiring clear communication and a customer-first mindset.