SaaS Technical Support Pro - Education Tech

Lightspeed Systems

Austin (TX)

On-site

USD 45,000 - 65,000

Full time

6 days ago

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Job summary

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

This role blends technical troubleshooting with strong service skills in a fast-paced SaaS environment, requiring collaboration with Product and Engineering to resolve problems, document cases, and keep customers informed while maintaining

Qualifications

6+ months of technical support or help desk experience.
Ability to explain technical concepts to non-technical users.
Familiarity with Windows and macOS operating systems.

Responsibilities

Provide front-line technical support via phone, email, chat, and other channels.
Troubleshoot software, device, networking, and configuration 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 expedite product issues when necessary.
Monitor support queues and ensure timely resolution of customer requests per SLAs.
Collaborate with Product and Engineering to identify trends and product improvements.
Maintain accurate case documentation and troubleshooting records.
Test and validate fixes, configurations, and product updates as needed.