Customer Support - Tier I

Lightspeed DMS • South Jordan, UT

5d • Hybrid

About The Position

As a Customer Support - Tier I team member, you will be the first point of contact for dealers experiencing point-of-sale hardware and software issues. You will diagnose, troubleshoot, and resolve problems with POS systems, payment terminals, and peripheral devices used in dealership environments. The role emphasizes minimizing dealer effort through empathetic, clear, customer-focused support, and offers a foundation for growth into advanced technical support, product, or quality assurance roles.

Onboarding begins with full-time work in the South Jordan, Utah office for the first six months. After that, the role transitions to a flexible hybrid schedule, with two to three days per week in the office and the remaining days working from home.

Requirements

• 1–3 years of experience in a technical support role, preferably in a SaaS, payments, receivables/payables, or IT environment.
• Demonstrated experience troubleshooting POS hardware and software, payment terminals, or similar technology platforms.
• Working knowledge of Windows operating systems, including configuration and basic troubleshooting.
• Familiarity with CRM or ticketing platforms for logging, managing, and resolving support cases.
• Strong attention to detail in documenting case resolutions and escalating unresolved issues.
• Ability to support dealers by phone, email, and live chat.
• Strong problem-solving skills and ability to remain composed and professional under pressure.
• Empathy and a dealer-first mindset, with commitment to minimizing dealer effort and delivering low-effort, high-quality support.
• Strong written and verbal communication skills, including ability to explain technical concepts clearly to non-technical users.
• Applicants must be authorized to work in the U.S.

Nice To Haves

• Experience in a customer-facing support role, such as help desk, call center, dealership, or retail.
• Calm, patient, and empathetic approach when helping frustrated or stressed customers.
• Ability to explain technical topics in clear, friendly language.
• Ownership of issues and follow-through to resolution.
• Experience in or interest in the powersport, marine, RV, or recreational vehicle industries.
• Familiarity with POS devices, payment terminals, or DMS software.
• Comfort learning new tools, including remote access software and cloud-based applications.

Responsibilities

• Serve as the first point of contact for dealers by phone, email, live chat, and ticketing systems, providing empathetic support and minimizing dealer effort.
• Diagnose and troubleshoot POS hardware, including card readers, payment terminals, receipt printers, and cash drawers.
• Resolve software errors, configuration issues, and connectivity problems affecting point-of-sale transactions on the DMS platform.
• Guide dealers through device setup, reconfiguration, and testing, explaining solutions to technical and non-technical users.
• Maintain accurate case records and escalate complex issues to Tier 2 with full documentation.
• Follow up on escalated cases until resolution.
• Work with Tier 2 and product teams to flag recurring POS or payment issues affecting dealer transactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed