Technical Specialist (m/f/d)

Technical Specialist

The Strategic Support Services team oversees the Lightspeed Key Account support experience. Composed of product specialists, technical consultants and expert escalation team members, this group partners with senior support + strategic account management to quarterback the service experience for our most valuable and complex merchants. This role will be mostly focused on K-Series, reports into the Strategic Support Services manager and is placed within the global hospitality support organization.

What the Role Involves

Supporting Lightspeed's key accounts with excellent technical support and customer service via the most appropriate channels available.

• Work closely with Strategic Account Managers to best handle day to day situations to better customer experiences.
• Manage strategic escalations end to end, managing technical resolution, client communication, and stakeholder feedback loop, targeting customer satisfaction at all points in the process.
• Developing a deep understanding of the typical business challenges Lightspeed's key account customers may face and take the initiative to liaise with our company's Product and Development teams to help improve the customer experience.
• Using a full range of troubleshooting techniques to quickly and efficiently identify the source of escalated customer issues and provide a prompt and appropriate solution.
• Documentation of Key Account details including unique elements, complexities, considerations in conjunction with tracking of issues and resolutions for record keeping and the benefit of our Strategic Account Management team
• Participate in the creation and maintenance of troubleshooting, testing procedures and documentation for the broader technical support team as well as documenting software defects for review and corrective action.
• Contribute to specialized support service offerings, including managed networking, API support and similar emerging services.
• Develop skills to be able to engage with all key Lightspeed hospitality platforms.

And a little bit of…

• Contributing as part of the wider team to achieve organizational objectives even if this means doing things that aren't strictly within the scope of your role!

How You Will Know You Are Kicking Ass

• Retention and expansion of our Key Accounts & ICP merchants
• Consistent feedback loop with our product teams, providing a voice for our merchants.

Your Experience

There's many different ways to gain "experience". People learn in different ways, skill sets can be transferred, especially when combined with a willingness to learn. If you don't quite tick all of these boxes but think you could still absolutely smash it, send us an application anyway and let us know why you'd be amazing in this role!

• This role is open to candidates located in London or nearby areas. You should be close enough to travel to London easily when needed.
• Excellent verbal and written communication skills in English
• Extensive customer service experience in a technical support role
• Excellent verbal and written communication skills (We do service multiple languages, so any others you know are a bonus!)
• Ability to handle self manage incoming emails, chat conversations and telephone calls based on priority and customer commitments.
• Strong computer skills and working knowledge of Mac OS.
• Proven troubleshooting skills in a senior support position
• Strong problem-solving skills that will ensure these customers use their POS to its full capacity.
• Ability to manage technical escalations of at-risk accounts, and identify opportunities for growth.
• Flexibility in your schedule to work. Support never stops!

Even better if you have, but not necessary

• Knowledge of networking or network support experience
• Understanding of API (relevant to SaaS) and experience supporting this
• Prior experience in the Hospitality industry

What Will Help You Kick Ass In This Role?

• Tenacity, urgency, and grit. This team will be working head-on to tackle customer escalations across the board.
• Natural relationship builder, well connected internally and know who to go to for answers and getting things done. The status quo doesn't do it for you!
• Global minded - you will be working a team with global products supporting customers on all continents where Lightspeed is present.
• Live and breathe Customer Centricity - you are wired to put yourself in your customers shoes, figuring out gray areas, being an ambassador and showing the value we can bring.
• Subject Matter Expertise - bringing your experience, knowledge, and product savviness is important for your role on a team of doers and fixers.
• An intimate knowledge of getting things done and bringing solutions to problems

What's In It For You

We're a global company, and our benefits vary depending on the country you live in. But here's a brief overview of our global benefits:

• Equity options: We grant equity in the form of Restricted Share Units (RSUs) to our employees. Because this is your company, too.
• Parental leave: Caring for a new child is an exciting time for all parents. We're committed to being inclusive and to support all new parents regardless of their role, gender, caregiver status, country of residence and family circumstance.
• Health & wellness credit: Our Health & Wellness credit can be used in numerous ways so that you feel at your best.
• Career development: We're big on internal moves and new challenges across Lightspeed.
• Time off to volunteer: Our volunteer program is a global initiative encouraging Lightspeeders to use one day off a year to give back to their communities.
• Health apps: Access to professional or coaching services is available to all employees.
• And many more, depending on the country you're based in!

We know that people are more than what's on their CV. If you're unsure that you have the right profile for the role... Hit the 'Apply' button and give it a try!