Full-Time 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.

Responsibilities:

• 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.
• Supporting the configuration and integration of Lightspeed products, identifying and documenting issues for escalation to our Product and Engineering Teams.
• Managing support requests through various channels (email, chat, 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, and accurate troubleshooting.
• Collaborating with Product and Engineering to identify trends and prioritize issues impacting customers.
• Working with other teams to ensure seamless case flow and customer communication.

Qualifications:

• 6 months of technical support or help desk experience (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).
• Knowledge of IP, network planning, router configuration and management, and firewalls (a plus).
• Experience with Ubuntu Server (an advantage).
• Technical degree or equivalent work experience (preferred)
• Excellent communication skills (explaining technical concepts to non-technical users).
• Strong organizational and problem-solving skills.
• Exceptional customer service skills.
• Team player with ability to thrive in a fast-paced environment.
• Flexibility to work on-site several days a week and support varying shifts, including some on-call work (which may include weekends and holidays).

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