Customer Technical Support Specialist

Lightspeed Systems•Austin, TX

16h•Hybrid

About The Position

As a Technical Support Specialist, you’ll play a vital role in our mission to keep kids safe in school by assisting users, troubleshooting technical issues, and ensuring they get the most out of our products. This role offers a unique opportunity to work hands-on with our full suite of solutions, proactively resolving challenges while providing top-tier customer support. NOTE: This position requires 3 days onsite each week at our South Austin, Texas headquarters (near Dripping Springs). You’ll work hands-on with our full suite of products, ensuring that users get the help they need.

Requirements

6 months of technical support or help desk experience with 1 year of workstation administration experience preferred.
Familiarity with operating system installation and configuration, (Windows and Mac OSX).
Knowledge of Active Directory, GSuite or Azure AD.
Excellent communication skills, especially in explaining technical concepts to non-technical users and being able to clearly document and record information.
Excellent organizational and problem-solving skills.
Excellent customer service skills.
Team player with the ability to thrive in a fast-paced environment.
Flexibility to work onsite several days a week and support varying shifts, including some on-call work (including weekends and holidays).

Nice To Haves

Understanding of mobile device platforms (iOS, Android, ChromeOS) highly desired.
Understanding of IP, Network planning, router configuration and management, and firewalls a plus
Ubuntu Server experience a plus
Technical degree or equivalent work experience preferred.

Responsibilities

Assisting users by identifying, analyzing, and resolving technical issues.
Communicating proactively with customers, providing solutions, status updates, and recommendations to ensure correct product configuration and usage.
Helping with the configuration and integration of Lightspeed products, identifying and documenting issues for escalation to our Product and Engineering Teams when necessary.
Managing support requests through various channels, including but not limited to email, chat, and phone.
Supporting, monitoring, testing, and troubleshooting network and device-related issues.
Staying updated on Lightspeed products, trends, and developments in IP, networking, and related technologies.
Performing other related duties as assigned.
Measure success through first touch SLA, resolution rate, productivity, trends, and accurate troubleshooting
Collaborate with Product and Engineering to identify trends and prioritize issues impacting customers.
Collaborate with other teams to ensure case flow, and customer communication occurs seamlessly and efficiently