Field Implementation Consultant - Montréal, Canada - Lightspeed Commerce

Lightspeed Commerce

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Hi there Thanks for stopping by

Please note that we are looking for someone completely bilingual in both French and English
Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place

We're seeking a full-time energetic and driven Field Implementation Consultant to join our Hospitality Professional Services team.

As a part of the team, your contribution will have a direct impact on our largest and most complex customers' quest to enter the cloud era.

What you'll be responsible for:

Acting as the implementation's technical main point of contact for our customers.
Delivering remote and onsite implementation & technical support services to customers who purchased a field package.
Providing bestpractice guides for network setup and validate any existing network infrastructure to ensure a successful POS installation.
Working closely and coordinating with our installation partners to assist with hardware installations, both remotely and on site.
Assisting with implementing integrations (Property Management Systems, etc.).
Coordinate with our Partnerships and Integrations teams for custom requests.
Developing a deep understanding of the typical business challenges Lightspeed's premium customers may face and take the initiative to liaise with our company's Product and Development teams to help improve the customer experience.
Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
Documenting and tracking customer issues and resolutions.
Participating in the creation and maintenance of troubleshooting, testing procedures and documentation for the technical support staff as well as documenting software defects for review and corrective action.
Working closely with other Field Implementation Specialists, Consultants, Support Specialists as well as the Manager and Team Lead to best handle daytoday situations to better customer experiences.
Providing inperson implementation & support to our premium customers across all of NOAM.

What you'll bring to the team:
We're a team of 10 people located in North America.

The Hospitality Professional Services team is responsible for Lightspeed's premium customers:
from pre-sale to post-sale, the team ensures these customers feel confident in their investment in Lightspeed.

Composed of select, top-performing members from our sales, onboarding, support and customer success teams, the Hospitality Pro Services team is in charge of implementing and supporting Lightspeed throughout their customer journey.

Join our elite team and work with our largest and most complex customers at the highest level of support.

Techsavviness and a genuine interest in technology advancements, especially as it pertains to hardware and software.
Intermediate knowledge of network infrastructures in a business environment.
3+ years of customer service experience in a technical support role.
Excellent verbal and written communication skills in both English and French.
Polished presentation with impeccable people skills: ability to work with C-Level executives in person.
Ability to handle multiple implementation projects at various phases in their customer journey.
Ability to convey a customerfocused attitude.
Proven troubleshooting skills.
Ability to manage technical escalations of atrisk accounts and identify opportunities for growth.
Flexibility in your schedule to work: travel expected up to 60% of the time.

Even better if you have, but not necessary:

Hospitality industry experience (hotels and/or restaurants).
Technical background and experience in POS, SaaS, networking and/or software.
Understands the sales cycle and customer journey in a SaaS environment.

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 (hybrid model);
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 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

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