Support Specialist Ii - Belfast, United Kingdom - Lightspeed

Lightspeed

Verified Company

Belfast, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Hi there Thanks for stopping by

Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place

Every day, the Lightspeed global support organisation participates in thousands of interactions, looking for assistance with the many products and services we have to offer.

As a Support Specialist II, you will be the technical escalation point for our frontline team and will focus on highly complex cases which require extra time and attention.

This role requires you to deliver exceptional customer experiences while collaborating with various stakeholders to solve these challenges.

Responsibility

Be available an escalation point for our frontline team, this includes direct and passive guidance and coaching
Have enthusiastic, positive and knowledgeable interactions with customers, partners and Lightspeed team members, maintaining Lighspeed's Gold Class standard for support
Use advanced troubleshooting techniques to identify the source of customer issues and provide a prompt and appropriate solution.
Participate in a roster to support our global customer base with periodic after hours assistance
Be highly available across Lighspeed's chat, ticketing and phone support channels
Assist with the enhancement of the Lightspeed Knowledge Base
Involvement in the review and deployment of new Lightspeed platform releases
Assist with the identification, reproduction and escalation of product issues and bugs to the Quality Assurance team, tracking through to resolution with each customer, partner and Lightspeed team member
Advocate and promote improvements to our products and services from frontline customer feedback to the Technical Lead

About You

Proven technical support and customer service experience (35 years)
Strong written and verbal skills including experience resolving sensitive interactions
Strong knowledge in online, mobile and desktop platforms; iOS & Android
Intermediate networking knowledge (LAN/WAN, Routing, Wireless technologies, Setup & Config)

Amazing if you have

Experience troubleshooting in a SaaS or PaaS environment with a frequent deployment and update schedule
Familiar with SQL
Experience with BI/analytics systems or (PowerBI, Looker, Tableau)
Previous experience configuring, troubleshooting or using hospitality/retail grade printers

Benefits:

Work in a talented global team with strong role growth opportunities
Flexible Working policy (Office, Hybrid, Remote)
Lightspeed share scheme (we are all owners)
Company pension program
Private medical insurance
Health and wellness benefit
Mental health online platform and counseling & coaching services
Paid leave and assistance for new parents
Language classes & LinkedIn Learning license
Volunteer day

Where to from here?

Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you're proud to come to every day.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that.

We were founded in 2005, in Montreal's gay village and our original members were all part of the LGBTQ+ community.

The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:

Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.

Our 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.