SaaS Technical Support Specialist — Troubleshoot & Delight

Lightspeed Systems

Austin, Northern (TX, KY)

Hybrid

USD 54,000 - 76,000

Full time

12 days ago

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Job summary

Lightspeed Systems is seeking a Technical Support Specialist in Austin, TX to join our Customer Service team. You will provide frontline technical support across Lightspeed’s product suite and work directly with customers to diagnose issues and configure the product.

In a fast-paced SaaS environment, you will troubleshoot software, device, networking, and configuration issues, document cases, and collaborate with Product and Engineering to drive improvements and best practices.

Qualifications

Bachelor’s degree in information technology, Computer Science, or a 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 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.