Customer Support - Tier I

Lightspeed • South Jordan, UT

5d • Hybrid

About The Position

Lightspeed is a provider of cloud-based dealership management software serving the Powersport, Marine, RV, Trailer, and Golf Car industries. Its Dealer Management Solution supports dealership operations including sales, parts, service, rentals, payments, accounting, and customer relationship management. Lightspeed supports more than 4,500 dealers across North America and integrates with more than 500 OEM, aftermarket, and other software tools.

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. The role focuses on diagnosing, troubleshooting, and resolving problems with POS systems, payment terminals, and dealership peripherals. It requires strong technical instincts, clear communication, empathy, and a commitment to minimizing dealer effort and restoring operations quickly. The role also offers a foundation for potential 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 position 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.
• Comfort supporting dealers by phone, email, and live chat.
• Strong problem-solving skills and the ability to remain composed and professional under pressure.
• Demonstrated empathy and a dealer-first mindset, with a commitment to minimizing dealer effort and providing high-quality support.
• Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical users.
• Must be authorized to work in the United States.

Nice To Haves

• Experience in a customer-facing support role, such as help desk, call center, dealership, or retail.
• A calm, patient, and empathetic approach when assisting frustrated or stressed customers.
• Ability to explain technical topics in clear, friendly, plain 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 through 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.
• Partner 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