Do you enjoy helping people solve technical problems with exceptional customer service skills? Do you possess the superhero ability to communicate technical concepts in a way that is easy for anyone to understand?
Lightspeed Systems is seeking an Entry-Level Technical Support Specialist to join our Customer Service team. This role offers a unique opportunity to assist users and troubleshoot various issues, playing a vital role in our mission to keep kids safe in school.
NOTE: This is a hybrid position, and several days each week will be required onsite at our Austin, Texas headquarters.
ABOUT THE JOB:
You’ll work hands-on with our full suite of products, ensuring that users get the help they need. The role will include:
- 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.
ABOUT YOU:
- 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.
- 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.
- 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).
