Training & Technical Specialist, Hospitality - Remote Eligible

Training and Technical Specialist

We're looking for a Training and Technical Specialist to join our NOAM Hospitality Support division. As a part of the team, your contribution will have a direct impact on our customers' drive to modernize the tech stacks in their business, with Lightspeed's suite of products being at the forefront of their business.

The Training and Technical Specialist is responsible for all Lightspeed Hospitality customers in North America, regardless of tier: the team ensures these customers feel confident in their investment in Lightspeed. The Training and Technical Specialist is in charge of consulting and implementing technical solutions for our valuable customers. Join our elite team and work with our amazing customers at a high level of support.

What you'll be responsible for:

• Supporting Lightspeed's customers with excellent technical support, networking, troubleshooting and customer service over the phone, via Zoom, and email.
• Developing a deep understanding of the typical business challenges Lightspeed's premium customers may face and take the initiative to liaise with our company's Product and Development teams to help improve the customer experience.
• Ensuring team alignment with product updates for both pre-sales and post-sales teams.
• Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
• Documenting and tracking customer issues and resolutions.
• Responsible for maintaining the accuracy and relevance of all training materials—including documentation and video tutorials—to reflect continuous product enhancements.
• Participating in the creation and maintenance of troubleshooting, testing procedures and documentation for the technical support staff and Launch Services as well as documenting software defects for review and corrective action.
• Working closely with Launch Services staff to best handle day to day situations to better customer experiences.
• Providing post-launch technical support and troubleshooting.

What you'll be bringing to the team:

• Extensive customer service experience in a technical support role
• Excellent verbal and written communication skills in English and in French.
• Ability to handle multiple incoming emails, chat conversations and telephone calls.
• Ability to convey a customer-focused attitude.
• Strong computer skills and working knowledge of Mac OS.
• Proven troubleshooting skills.
• 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!
• As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.

Even better if you have, but not necessary:

• Hospitality industry experience.
• Technical background and experience in POS/IOS, networking and/or software.
• Understanding of the sales cycle and customer journey in a SaaS environment.

Who you are:

• Ability to thrive in a competitive, extremely fast-paced environment.
• Results-driven and autonomous individual.
• Excellent judgment and an ability to de-escalate situations quickly and efficiently.
• Resourceful with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly.
• Comfortable simultaneously managing multiple customers who are at different points on the customer journey.
• Ability to cultivate strong relationships with all customer tiers.
• Self-starter who also works well in a team environment.
• Entrepreneurial spirit with a keen sense of initiative and a desire for professional development.

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!

What's in it for you?:

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that's creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.

... and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:

• Lightspeed share scheme (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefit of $500 per year
• Paid leave and assistance for new parents
• Mental health online platform and counselling & coaching services
• 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. For a glimpse into our world check out our career page here.

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.

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.

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