Customer Support Specialist, Tier II

at  Lightspeed

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!
We’re looking for a Support Specialist II to join our team. In this role you will be providing exceptional customer service across all Lightspeed support channels, efficiently resolving and troubleshooting issues. You will manage and maintain tickets and escalations while consistently communicating ongoing issues to relevant staff. Additionally, you will be responsible for assisting with training, and onboarding of new Support team members, as well act as the main contact during outages, ensuring accurate communication and reporting. We are looking for someone who is eager to share their knowledge, supports their colleagues, and is committed to ongoing improvement.

What you’ll be doing:

• Deliver exceptional customer service across all support channels, including chat, phone, and email.
• Use consistent troubleshooting methods to quickly identify and resolve customer issues.
• Manage escalations and queries from Frontline Support Specialists.
• Communicate with relevant staff regarding ongoing customer and product issues.
• Maintain the ticket queue with prompt, high-quality responses, and redirect non-support issues to the appropriate team.
• Handle escalations and queries from other Lightspeed teams by monitoring escalation channels.
• Assist with training new Support team members.

What you need to bring:

We’re looking for a candidate who has experience with the following:

• Extensive technical support experience across multiple channels (Chat, Phone, and Email)
• Basic understanding of networking technologies
• Previous experience in supporting SaaS platforms
• Familiarity with the hospitality industry

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role… hit the ‘Apply’ button and give it a try!
What’s in it for you?

Come live the Lightspeed experience…

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed share scheme (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Work remotely from anywhere in the world for up to 60 days per year
• Health and wellness benefit of $500 per year
• Mental health online platform and counselling & coaching services
• Paid leave and assistance for new parents
• LinkedIn Learning license
• Volunteer day
• Dog friendly environment
• Incredible snack bar filled with a variety of snacks & drinks, to keep you going throughout the day
• Weekly catered lunches for the entire office
• Dedicated Wellness Room for your physical and mental health needs, during working hours
• Exciting events hosted regularly by our Melbourne Culture Club
• Awesome office space located in Southbank, VIC

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.
Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. .
Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.
Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed’s one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
Lightspeed handles your information in accordance with our Applicant Privacy Statement.

• Deliver exceptional customer service across all support channels, including chat, phone, and email.
• Use consistent troubleshooting methods to quickly identify and resolve customer issues.
• Manage escalations and queries from Frontline Support Specialists.
• Communicate with relevant staff regarding ongoing customer and product issues.
• Maintain the ticket queue with prompt, high-quality responses, and redirect non-support issues to the appropriate team.
• Handle escalations and queries from other Lightspeed teams by monitoring escalation channels.
• Assist with training new Support team members