About the job
Hello and welcome!
Are you on the lookout for an exciting new role? Or maybe just browsing the job market? If so, you might have found your next opportunity!
As a vital member of Lightspeed's Support team, you will serve as the initial contact for our customers seeking assistance. Your expertise will help address a diverse array of inquiries ranging from general guidance to in-depth hardware and software troubleshooting.
Collaborating closely with various international teams at Lightspeed, your role will involve investigating, troubleshooting, testing, and resolving technical challenges faced by our hospitality clients during their service operations.
Your Key Responsibilities:
Collaborate with a truly global, multilingual support team operating 24/7 across APAC, EMEA, and NOAM.
Demonstrate flexibility in working days and shifts, including weekends.
Engage positively and knowledgeably with hospitality customers, partners, and Lightspeed team members, ensuring we maintain our Gold Class support standard through phone, chat, and email communications.
Utilize effective troubleshooting techniques to swiftly identify customer issues and provide prompt, suitable solutions.
Document, track, and resolve customer interactions using our support platforms.
Aid in identifying, reproducing, and escalating product issues to our Quality Assurance team, ensuring thorough resolution tracking with customers, partners, and Lightspeed staff.
Champion improvements to our products and services.
Work within a schedule to guarantee high availability of support for our customers, in collaboration with your manager.
What You Bring to the Team:
Prior experience in customer service or technical support, with a strong focus on delivering exceptional customer experiences.
Proficient verbal and written communication skills in German and English.
Basic familiarity with common online, mobile, and desktop platforms such as iOS, Android, OSX, and Windows.
Bonus Qualifications:
Experience interacting with customers via phone, email, and ticketing systems.
