Technical Support Specialist

Summary

Join Lightspeed Systems as a Technical Support Specialist and contribute to our mission of ensuring children's safety in schools. You will provide exceptional customer service, troubleshoot technical issues, and support our full suite of products. Responsibilities include assisting users, resolving technical problems, communicating with customers, and collaborating with other teams. The ideal candidate possesses technical support experience, familiarity with various operating systems and platforms, and excellent communication and problem-solving skills. This role offers a unique opportunity to work with cutting-edge education technology and contribute to a positive impact on students' learning environments. Lightspeed Systems offers a comprehensive benefits package, including health insurance, retirement plan, paid time off, and flexible work arrangements.

Requirements

• 6 months of technical support or help desk experience
• Familiarity with operating system installation and configuration (Windows and macOS)
• Knowledge of Active Directory, Google Workspace (formerly G Suite), or Azure AD
• Excellent communication skills, particularly in explaining technical concepts to non-technical users, and the ability to clearly document and record information
• Strong organisational and problem-solving skills
• Exceptional customer service skills
• A 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 (which may include weekends and holidays)

Responsibilities

• Assisting users by identifying, analysing, and resolving technical issues
• Communicating proactively with customers, providing solutions, status updates, and recommendations to ensure correct product configuration and usage
• Supporting 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 up to date on Lightspeed products, trends, and developments in IP, networking, and related technologies
• Performing other related duties as assigned
• Measuring success through first-touch SLA, resolution rate, productivity, trends, and accurate troubleshooting
• Collaborating with Product and Engineering to identify trends and prioritise issues impacting customers
• Working with other teams to ensure case flow and customer communication occur seamlessly and efficiently

Preferred Qualifications

• 1 year of workstation administration experience
• Understanding of mobile device platforms (iOS, Android, ChromeOS)
• Knowledge of IP, network planning, router configuration and management, and firewalls
• Experience with Ubuntu Server
• A technical degree or equivalent work experience

Benefits

• Medical, dental and vision insurance with healthy company contribution toward premiums
• Lightspeed kicks cash into your HSA if you participate in our HDHP
• Paid parental leave
• Healthy holiday and PTO policy, including Christmas to New Year’s Day break
• 401(k) matching up to 6%
• Work from where it makes sense
• Pet insurance