Customer Support Representative
Lightspeed Systems is looking for a Customer Support Representative to join our growing Support team in the UK. In this role, you’ll be on the front lines helping customers get the most out of our products, providing timely, thoughtful support across multiple channels. If you enjoy problem-solving, working with technology, and delivering a great customer experience in a fast-paced SaaS environment, this could be a great fit.
ABOUT THE ROLE
As a Customer Support Representative (CSR) at Lightspeed Systems, you will be the first point of contact for our customers, playing a crucial role in ensuring a positive experience with our products and support team. You will work closely with our Support and Triage teams to manage customer enquiries, identify needs, and provide solutions. This role requires excellent communication skills, empathy, and problem-solving abilities to deliver exceptional service in a fast-paced SaaS environment.
Key Responsibilities
Respond to customer enquiries via multiple channels (phone, email, chat) in a timely and professional manner
Create and manage support tickets in Salesforce, ensuring accurate documentation of customer interactions
Perform initial triage and prioritisation of inbound cases, routing complex issues to appropriate team members
Troubleshoot and resolve common technical issues related to product administration
Provide clear, step-by-step guidance to customers on product usage and best practices
Maintain and exceed service level agreements (SLAs) for response and resolution times
Provide cross-functional support to the Human Review team during peak workloads or as requested by leadership
Collaborate with other departments to relay customer feedback and contribute to product improvements
Assist in creating and updating support documentation and knowledge base articles
Participate in continuous learning and upskilling activities to stay current with product updates and industry trends
ABOUT YOU
You are a customer-focused professional with effective communication skills, a problem-solving mindset, and a passion for delivering exceptional service. The following skills and experience are essential for success in this role:
Proven customer support experience or experience as a Client Service Representative
Strong verbal and written communication skills
Customer-focused mindset with excellent problem-solving abilities
Ability to explain technical concepts in simple, easy-to-understand terms
Strong multitasking abilities in a fast-paced environment
Proficiency in CRM systems; Salesforce preferred
Secondary school qualification (or equivalent)
About the job
Apply for this position
Customer Support Representative
Lightspeed Systems is looking for a Customer Support Representative to join our growing Support team in the UK. In this role, you’ll be on the front lines helping customers get the most out of our products, providing timely, thoughtful support across multiple channels. If you enjoy problem-solving, working with technology, and delivering a great customer experience in a fast-paced SaaS environment, this could be a great fit.
ABOUT THE ROLE
As a Customer Support Representative (CSR) at Lightspeed Systems, you will be the first point of contact for our customers, playing a crucial role in ensuring a positive experience with our products and support team. You will work closely with our Support and Triage teams to manage customer enquiries, identify needs, and provide solutions. This role requires excellent communication skills, empathy, and problem-solving abilities to deliver exceptional service in a fast-paced SaaS environment.
Key Responsibilities
Respond to customer enquiries via multiple channels (phone, email, chat) in a timely and professional manner
Create and manage support tickets in Salesforce, ensuring accurate documentation of customer interactions
Perform initial triage and prioritisation of inbound cases, routing complex issues to appropriate team members
Troubleshoot and resolve common technical issues related to product administration
Provide clear, step-by-step guidance to customers on product usage and best practices
Maintain and exceed service level agreements (SLAs) for response and resolution times
Provide cross-functional support to the Human Review team during peak workloads or as requested by leadership
Collaborate with other departments to relay customer feedback and contribute to product improvements
Assist in creating and updating support documentation and knowledge base articles
Participate in continuous learning and upskilling activities to stay current with product updates and industry trends
ABOUT YOU
You are a customer-focused professional with effective communication skills, a problem-solving mindset, and a passion for delivering exceptional service. The following skills and experience are essential for success in this role:
Proven customer support experience or experience as a Client Service Representative
Strong verbal and written communication skills
Customer-focused mindset with excellent problem-solving abilities
Ability to explain technical concepts in simple, easy-to-understand terms
Strong multitasking abilities in a fast-paced environment
Proficiency in CRM systems; Salesforce preferred
Secondary school qualification (or equivalent)