Remote Technical Support Specialist – SaaS Helpdesk

Lightspeed Systems; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Lightspeed Systems is seeking a Technical Support Specialist to join our Customer Service team in a remote role. You will provide front-line technical support across Lightspeed’s product suite, diagnosing issues and guiding product configuration for end users.

You’ll collaborate with Product and Engineering teams to resolve complex challenges in a fast-paced SaaS environment, while documenting cases and contributing to knowledge base articles.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field.
• 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.

Responsibilities

• Provide front-line technical support via phone, email, chat, and other channels.
• Troubleshoot software, device, networking, and configuration issues across Lightspeed products.
• Communicate issue status, solutions, and best practices to customers.
• Assist customers with product setup, configuration, integrations, and ongoing usage.
• Document, prioritize, and elevate product issues when necessary.
• Monitor support queues and ensure timely resolution per SLAs.
• Collaborate with Product and Engineering teams to identify trends and product improvements.
• Maintain accurate case documentation and troubleshooting records.
• Test and validate fixes, configurations, and product updates as needed.

Skills

Troubleshooting

Windows

macOS

Communication

Organization

Customer service

Time management

Teamwork

Education

Bachelor’s degree in information technology, Computer Science, or related field

Job description

Lightspeed Systems is seeking a Technical Support Specialist to join our Customer Service team in a remote role. You will provide front-line technical support across Lightspeed’s product suite, diagnosing issues and guiding product configuration for end users.

You’ll collaborate with Product and Engineering teams to resolve complex challenges in a fast-paced SaaS environment, while documenting cases and contributing to knowledge base articles.