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About the Role
As part of Lightspeed’s Support team, you will be the first point of contact for customers needing assistance, investigating and troubleshooting issues they may face during service. You will work closely with various global teams to resolve customer requests, ranging from general education to hardware/software investigation.
Responsibilities
- Working with a global, multi-language 24x7 team across APAC, EMEA and NOAM
- Maintaining enthusiastic, positive, and knowledgeable interactions with customers, partners, and team members via phone, chat, and email
- Using troubleshooting techniques to identify and resolve customer issues promptly
- Documenting, tracking, and resolving interactions within customer support platforms
- Assisting with the identification, reproduction, and escalation of product issues and bugs
- Advocating for and promoting improvements to products and services
- Operating within a roster/schedule to ensure high availability of assistance
Requirements
- 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)
Skills
- Customer service
- Technical support
- Troubleshooting
- Communication (German & English)
- iOS
- Android
- OSX
- Windows
- Phone support
- Email support
- Ticketing systems
- Live Chat support
- SaaS product support
- iOS application support
- Computer networking
- Mac OS
- HTML/CSS
- Hospitality industry knowledge
- Dutch communication skills
- French communication skills
Location
- APAC
- EMEA
- NOAM
Work Type
- 24x7
- Flexibility on working days and shifts (weekends included)
Experience Level
- Previous customer service experience
- Previous technical support experience
- 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
Benefits
- Unlimited Annual Leave with our PTO scheme
- 400€ annually towards Health and Wellbeing
- Dental cover
- Private healthcare
- Optical cover
- Equity for all Lightspeeders
About the Company
- Lightspeed is building communities through commerce.
- Lightspeed is a proud equal opportunity employer.
- Lightspeed welcomes and encourages applications from people with disabilities.
- Lightspeed was founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community.
- The ethos of Lightspeed has been about inclusion from the very beginning.
- Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.
- Lightspeed's 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.
Equal Opportunity
- 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.
- The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.