Technical Support Specialist
Are you passionate about helping customers solve technical problems while delivering exceptional customer service? Do you have a knack for explaining technical concepts in a simple, understandable way? If so, this role is for you!
As a Technical Support Specialist, you’ll play a vital role in our mission to keep children safe in schools by assisting users, troubleshooting technical issues, and ensuring they get the most out of our products. This role offers a unique opportunity to work hands-on with our full suite of solutions, proactively resolving challenges while providing top-tier customer support.
ABOUT THE ROLE
You’ll work directly with our full suite of products, ensuring users receive the support they need. Your responsibilities will include:
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.
ABOUT YOU
The following knowledge, experience, skills, abilities, and key behaviours are preferred or required to perform this role:
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 macOS).
Knowledge of Active Directory, Google Workspace (formerly G Suite), or Azure AD.
Understanding of mobile device platforms (iOS, Android, ChromeOS) is highly desirable.
Knowledge of IP, network planning, router configuration and management, and firewalls is a plus.
Experience with Ubuntu Server is an advantage.
A technical degree or equivalent work experience is preferred.
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).
At Lightspeed Systems, you'll be part of a dynamic team shaping the future of education technology. Join us in our mission to create safer and more effective digital learning environments for students worldwide.
About the job
Apply for this position
Technical Support Specialist
Are you passionate about helping customers solve technical problems while delivering exceptional customer service? Do you have a knack for explaining technical concepts in a simple, understandable way? If so, this role is for you!
As a Technical Support Specialist, you’ll play a vital role in our mission to keep children safe in schools by assisting users, troubleshooting technical issues, and ensuring they get the most out of our products. This role offers a unique opportunity to work hands-on with our full suite of solutions, proactively resolving challenges while providing top-tier customer support.
ABOUT THE ROLE
You’ll work directly with our full suite of products, ensuring users receive the support they need. Your responsibilities will include:
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.
ABOUT YOU
The following knowledge, experience, skills, abilities, and key behaviours are preferred or required to perform this role:
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 macOS).
Knowledge of Active Directory, Google Workspace (formerly G Suite), or Azure AD.
Understanding of mobile device platforms (iOS, Android, ChromeOS) is highly desirable.
Knowledge of IP, network planning, router configuration and management, and firewalls is a plus.
Experience with Ubuntu Server is an advantage.
A technical degree or equivalent work experience is preferred.
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).
At Lightspeed Systems, you'll be part of a dynamic team shaping the future of education technology. Join us in our mission to create safer and more effective digital learning environments for students worldwide.