Hi there! Thanks for stopping by 👋
Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!
The Strategic Support Services team oversees the Lightspeed Key Account support experience. Composed of product specialists, technical consultants and expert escalation team members, this group partners with senior support + strategic account management to quarterback the service experience for our most valuable and complex merchants.
This role reports into the Strategic Support Services manager and is placed within the global hospitality support organisation.
What you’ll be doing:
1. Supporting Lightspeed's key accounts with excellent technical support and customer service via the most appropriate channels available.
2. Work closely with Strategic Account Managers to best handle day to day situations to better customer experiences.
3. Manage strategic escalations end to end, managing technical resolution, client communication, and stakeholder feedback loop, targeting customer satisfaction at all points in the process.
4. Developing a deep understanding of the typical business challenges Lightspeed’s key account customers may face and take the initiative to liaise with our company’s Product and Development teams to help improve the customer experience.
5. Using a full range of troubleshooting techniques to quickly and efficiently identify the source of escalated customer issues and provide a prompt and appropriate solution.
6. Documentation of Key Account details including unique elements, complexities, considerations in conjunction with tracking of issues and resolutions for record keeping and the benefit of our Strategic Account Management team
7. Participate in the creation and maintenance of troubleshooting, testing procedures and documentation for the broader technical support team as well as documenting software defects for review and corrective action.
8. Contribute to specialised support service offerings, including managed networking, API support and similar emerging services.
9. Develop skills to be able to engage with all key lightspeed hospitality platforms.
And a little bit of…
10. Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role!
What you’ll be bringing to the team:
There’s many different ways to gain “experience”. People learn in different ways, skill sets can be transferred, especially when combined with a willingness to learn. If you don’t quite tick all of these boxes but think you could still absolutely smash it, send us an application anyway and let us know why you’d be amazing in this role!
11. Extensive customer service experience in a technical support role
12. Excellent verbal and written communication skills in German and English (We do support multiple languages, so any additional ones you speak are a bonus!)
13. Ability to handle self manage incoming emails, chat conversations and telephone calls based on priority and customer commitments.
14. Strong computer skills and working knowledge of Mac OS.
15. Proven troubleshooting skills in a senior support position
16. Strong problem-solving skills that will ensure these customers use their POS to its full capacity.
17. Ability to manage technical escalations of at-risk accounts, and identify opportunities for growth.
18. Flexibility in your schedule to work. Support never stops!
Even better if you have, but not necessary:
19. Knowledge of networking or network support experience
20. Understanding of API (relevant to SaaS) and experience supporting this
21. Prior experience in the Hospitality industry
What’s in it for you:
22. Lightspeed equity scheme (we are all owners)
23. Health & Wellness Credit- expense up to 400 EUR per year towards your gym membership, yoga classes, a new bike or whatever else you do for your health
24. Mental Health Support through the Modern Health App- whether it is meditation, coaching or counseling you need - each employee gets access to this platform
25. People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year
26. LinkedIn Learning: At Lightspeed we believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help you learn & grow
27. Time off to volunteer and give back to your community
28. Transit benefit whether you travel by public transport or on your bike to our Ghent office
29. Regular breakfast or lunches, drinks & snacks in our Ghent office
In short, an opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story.