Application Support Specialist

Lightspeed Commerce, Inc.•Vancouver, BC

2d•CA$45,000 - CA$55,000•Remote

About The Position

We are looking for an Application Support Specialist to deliver world-class support to the Brands & Retailers who utilize the NuORDER by Lightspeed B2B platform to deliver a seamless, more collaborative wholesale process. 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. You are a person who can manage a high volume of incoming customer tickets via chat, & phone support channels. This role is for remote work within British Columbia.

Requirements

2+ years experience in an analytic, customer service or SaaS/technology-related role
Experienced in either B2B or SaaS product support
BA/BS or equivalent experience.

Nice To Haves

Understand B2B eCommerce, wholesale retailing, and merchandising principles is a plus
Be a lifetime learner, ready to become an expert in the NuORDER system.
Being a self starter that enjoys problem solving.
The ability to analyze & manipulate data in Excel, and work with customers to identify data issues.
An understanding of data integration principles - how systems share data (API/FTP).
Enjoy working in a fast paced, dynamic environment.
A service mindset, drives to resolution and puts our clients first.
Superior communication skills, technology expertise, and focus on customer outcomes.

Responsibilities

Become a NuORDER expert and understand the ins-and-outs of our web and iPad app to best serve client needs in both technical and non-technical fields.
Troubleshoot app issues or bugs that are raised by clients or internally.
Provide guidance on application features and configuration.
Test issues to replicate what a client might be experiencing and how to produce.
Be a champion of world-class customer service, and have a passion for delivering a high quality customer experience.
Interact professionally with VIP customer clients.
Manage a high volume of incoming customer tickets via email, chat, & phone support channels.
Work collaboratively to ensure that the best customer outcomes are achieved.

Benefits

Flexible work environment
Culture that celebrates performance
Career-defining opportunities
Flexible paid time off and remote work policies
Equity options
Contributions to your pension plan
Training opportunities to grow your skills and career
Health and wellness credit
Time off to volunteer and give back to your community
Interest groups, employee led networks, social committees to sponsored sports teams
Computer purchase program
Enhanced parental leave
Medical insurance
Dental insurance
Wellness insurance
Life insurance
Disability insurance
RRSP plan and match
Paid parental leave top-up