Training & Technical Specialist, Hospitality

Lightspeed Commerce, Inc.•Montreal, QC

3d•Remote

About The Position

We’re looking for a Training and Technical Specialist to join our NOAM Hospitality Support division. As a part of the team, your contribution will have a direct impact on our customers’ drive to modernize the tech stacks in their business, with Lightspeed’s suite of products being at the forefront of their business. The Training and Technical Specialist is responsible for all Lightspeed Hospitality customers in North America, regardless of tier: the team ensures these customers feel confident in their investment in Lightspeed. The Training and Technical Specialist is in charge of consulting and implementing technical solutions for our valuable customers. Join our elite team and work with our amazing customers at a high level of support.

Requirements

Extensive customer service experience in a technical support role
Excellent verbal and written communication skills in English and in French.
Ability to handle multiple incoming emails, chat conversations and telephone calls.
Ability to convey a customer-focused attitude.
Strong computer skills and working knowledge of Mac OS.
Proven troubleshooting skills.
Strong problem-solving skills that will ensure these customers use their POS to its full capacity.
Ability to manage technical escalations of at-risk accounts, and identify opportunities for growth.
Flexibility in your schedule to work. Support never stops!
Fluency in English as a working language is required for this position.

Nice To Haves

Hospitality industry experience.
Technical background and experience in POSIOS, networking and/or software.
Understanding of the sales cycle and customer journey in a SaaS environment.

Responsibilities

Supporting Lightspeed's customers with excellent technical support, networking, troubleshooting and customer service over the phone, via Zoom, and email.
Developing a deep understanding of the typical business challenges Lightspeed’s premium customers may face and take the initiative to liaise with our company’s Product and Development teams to help improve the customer experience.
Ensuring team alignment with product updates for both pre-sales and post-sales teams.
Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
Documenting and tracking customer issues and resolutions.
Responsible for maintaining the accuracy and relevance of all training materials—including documentation and video tutorials—to reflect continuous product enhancements.
Participating in the creation and maintenance of troubleshooting, testing procedures and documentation for the technical support staff and Launch Services as well as documenting software defects for review and corrective action.
Working closely with Launch Services staff to best handle day to day situations to better customer experiences.
Providing post-launch technical support and troubleshooting.