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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!
We are looking for a Senior Application Support Specialist deliver world class support to the Brands & Retailers who utilize the NuORDER by Lightspeed B2B platform to deliver a seamless, more collaborative wholesale process. Working closely with the Application Support Manager, supervising incoming ticket volumes to ensure KPIs are met. Acting as a change agent. helping to improve team processes as well as serving as a mentor and coach to front line support staff.
(Please note that the schedule for this role is Monday - Friday, 8:30am-4:30pm PST)
What you’ll be doing:
- Reporting into the Application Support Manager, the Senior Customer Support Specialist is responsible for tier-1 and tier-2 case resolution, cross functional issue management with Product,Engineering,Success & Services teams.
- Working as part of a global Support team, this individual will be responsible for ensuring client issues are responded to according to our service level agreements. Ensure issues are analysed and escalated as necessary, and clients are satisfied with the service.
- NuORDER prides itself on offering the best solution & service to its customers, and this individual must be passionate to work with customers and take pride in becoming a product expert who wants to solve customer problems efficiently and effectively.
- Supervise agent ticket volumes and provide guidance on case resolution to junior agents.
- Performance manage and mentor junior agents, upskilling them in team processes and product functionality.
A little bit of:
- Creating supporting documentation to ensure reference material for new features is present and tribal knowledge is captured.
- Helping to improve existing processes as part of team wide project work.
- 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 need to bring:
- Expertise in software troubleshooting and resolution best practices
- Analyse & manipulate data and work with customers to identify data issues
- Genuinely enjoy problem solving and have a Service mindset.
- Good working knowledge of Zendesk, Salesforce, Jira, and Confluence
- Solid Understanding of Service Delivery processes, ITIL would be an advantage.
- An excellent understanding of web technologies and database tools.
- Understanding B2B eCommerce, wholesale retailing, and merchandising principles is a plus.
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)
- Lightspeed RSU program (we are all owners)
- Unlimited paid time off policy
- Flexible working policy
- Health insurance
- Health and wellness benefits
- Paid leave assistance for new parents
- Linkedin learning
- Volunteer day
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. For a glimpse into our world check out our career page here.
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.
