Customer support specialistLightspeed

Our Team
We create products for (and by) people who love to produce, sell and share great food and drink, so they can connect better, work faster, and smarter, and keep growing.
Perks and Benefits
Participate in the Lightspeed global culture
Highly competetive salary package
Barista grade coffee machine supplies all the coffee you can handle
Regular team building events
Regular visits from our Sydney and Montreal team members
Work hard and play hard with table tennis
Awesome office space located in Ortigas + flexible Work from Home policy
HMO for employee and 2 dependents
15 days Vacation Leave and 10 days Sick Leave
Night differential (where applicable) and allowances
Support various Lightspeed solutions including:
Lightspeed Retail
Lightspeed Onsite
Lightspeed Resto
Lightspeed Loyalty
Lightspeed Kounta POS
Lightspeed eCom
Your role
Have enthusiastic, positive and knowledgeable interactions with customers, partners and Lightspeed team members, maintaining Lightspeed's Gold Class standard for support
Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
Participate in a 24x7 roster to support our global customer base with periodic after-hours assistance
Be highly available across Lighspeed's support channels
Maintain customer health and retention by responding to red flags
Assist with the enhancement of the Lightspeed Support Centre
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 Support Manager
About You
Proven technical support and customer service experience (3-5 years)
Basic knowledge of HTML/CSS coding and website creation.
eCommerce experience is a big plus.
Experience in common Phone, Email, Ticketing and Live Chat platforms
Strong knowledge in online, mobile and desktop platforms; iOS, Android, OSX, Windows
Familiarity with the concept of an API as a method to extend and connect applications
Experience troubleshooting in a SaaS or PaaS environment with a frequent deployment and update schedule
Basic networking knowledge (LAN/WAN, Routing, Wireless technologies, Setup & Config) SQL and Cloud Infrastructure knowledge is a plus