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    Spécialiste Support Logiciel - Toronto, ON, Canada - Lightspeed Restaurant

    Lightspeed Restaurant
    Lightspeed Restaurant Toronto, ON, Canada

    4 weeks ago

    Default job background
    Description

    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. 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.

    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.
    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.
    Ability to do your job in a truly flexible environment;
    Unlimited paid time off policy
    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.

    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.

    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.

    Try to be creative and say something that will catch our eye

    What languages do you speak fluently?

    Will you now or in the future require visa sponsorship?

    #
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