Technical Support Specialist

<p>Do you consider yourself as someone with excellent customer service skills? Do you possess the super hero ability to effectively explain, using your amazing&nbsp;communications skills,&nbsp;technology in non-technical terms? Lightspeed Systems is looking to hire a&nbsp;<strong>Technical Support Specialist&nbsp;</strong>to join our Customer Service organization. Based from our South Austin office (near 290 and Fitzhugh Rd), you'll be responsible for troubleshooting and supporting end users on a variety of issues in our mission to keep kids safe in school.&nbsp;&nbsp;<strong><br><br>ABOUT THE JOB:</strong></p>

<p>As a&nbsp;<strong>Technical Support Specialist</strong>, you will provide front-line technical support across Lightspeed’s product suite.&nbsp;You’ll&nbsp;work directly with customers to diagnose issues, guide product configuration, and collaborate with Product and Engineering teams to resolve complex challenges.&nbsp;</p>

<p>This role combines technical troubleshooting, customer service, and cross-functional collaboration in a fast-paced SaaS environment.&nbsp;</p>

<p><strong>About the Role</strong>&nbsp;</p>

<ul>

<li>Provide technical support to customers through phone, email, chat, and other support channels.</li>

<li>Troubleshoot software, device, networking, and configuration-related issues across Lightspeed products.</li>

<li>Communicate proactively with customers regarding issue status, solutions, and best practices.</li>

<li>Assist customers with product setup, configuration, integrations, and ongoing usage.</li>

<li>Document, prioritize, and escalate product issues when necessary.</li>

<li>Monitor support queues and ensure timely resolution of customer requests in accordance with service level agreements.</li>

<li>Collaborate with Product and Engineering teams to identify trends, recurring issues, and product improvement opportunities.</li>

<li>Maintain accurate case documentation and troubleshooting records.</li>

<li>Test and validate fixes, configurations, and product updates as needed.</li>

<li>Stay current on Lightspeed products, operating systems, networking concepts, and industry technologies.</li>

<li>Contribute to knowledge base articles and internal documentation.</li>

<li>Support team initiatives and additional projects as assigned.&nbsp;</li>

</ul>

<p><strong>ABOUT YOU:</strong></p>

<ul>

<li>Bachelor’s degree in information technology, Computer Science, or&nbsp;a related&nbsp;field.&nbsp;</li>

<li>6+ months of technical support, help desk, or customer support experience.&nbsp;</li>

<li>Strong troubleshooting and problem-solving skills.&nbsp;</li>

<li>Familiarity with Windows and macOS operating systems.&nbsp;</li>

<li></li></ul>