Technical Support Specialist

4 days ago

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Lightspeed Systems

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Since 1999, Lightspeed Systems has provided smart solutions for school networks, working to make learning safe, mobile and easily managed. With our K12 school partners, we have helped protect and engage more than 10 million students around the world.

network security software • mobile device management • web filtering • classroom management • device monitoring

201 - 500 employees

Founded 1999

💰 Private Equity Round on 2019-03

📋 Description

• 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. • You’ll work directly with our full suite of products, ensuring users receive the support they need. Your responsibilities will include: • Assisting users by identifying, analysing, 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 when necessary. • Managing support requests through various channels, including but not limited to email, chat, and 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, trends, and accurate troubleshooting. • Collaborating with Product and Engineering to identify trends and prioritise issues impacting customers. • Working with other teams to ensure case flow and customer communication occur seamlessly and efficiently.

🎯 Requirements

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

🏖️ Benefits

• Health-- Medical, dental and vision insurance with healthy company contribution toward premiums. Lightspeed kicks cash into your HSA if you participate in our HDHP. • Wellness-- Paid parental leave. Healthy holiday and PTO policy, including Christmas to New Year’s Day break. • Retirement-- 401(k) matching up to 6% • Other-- Work from where it makes sense. Pet insurance.