Support Specialist (Start ASAP)

Hi there! Thanks for stopping by 

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

We’re looking for a Support Specialist to join our Lightspeed team in Auckland. The Support Team is seeking a customer service-oriented individual to provide full-time technical assistance for our flagship X-Series product. This position is for someone who has a passion for customer service and a love of technology. You get excited about helping people with technical queries. The ideal candidate has exemplary verbal and written communication skills and is proficient in Windows, Mac OS X & iOS and will ideally have customer service experience or worked in a retail environment. Reporting to the Team Lead, you will be in contact on a daily basis with our customers via phone, email and live-chat.

What you’ll be doing:

• Provide excellent technical support and customer service to our customers, via email, phone and chat
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Properly document and track customer issues and resolutions
• Follow Support processes and procedures as required
• Follow escalation procedures as required
• Liaise with team leaders to best handle day to day situations to better customer experiences
• Communicate with relevant staff members regarding current and ongoing customer and product issues

What you need to bring:

We're looking for a candidate who has experience with the following:

• Previous customer service experience and/or experience in a technical support environment
• Strong computer skills with working knowledge of Mac OS X

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?

Come live the Lightspeed experience...

• 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
• Work remotely from anywhere in the world for up to 60 days per year
• Flexible working policy
• Health and wellness benefit of $500 per year
• Mental health online platform and counselling & coaching services
• Paid leave and assistance for new parents
• LinkedIn Learning license
• Volunteer day
• Secure, full-time carpark
• Dog-friendly environment
• Free fresh fruits, snacks and drinks (and cake for your birthday!)
• Awesome office space located in Newmarket (Auckland)

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

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.

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.