Technical Support Specialist (Austin)

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 kids safe in school 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.

Note : This position requires 3 days onsite each week at our South Austin, Texas headquarters (near Dripping Springs).

About The Role

You'll work hands-on with our full suite of products, ensuring that users get the help they need. The role will include :

• 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.
• Helping with 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 updated on Lightspeed products, trends, and developments in IP, networking, and related technologies.
• Performing other related duties as assigned.
• Measure success through first touch SLA, resolution rate, productivity, trends, and accurate troubleshooting.
• Collaborate with Product and Engineering to identify trends and prioritize issues impacting customers.
• Collaborate with other teams to ensure case flow, and customer communication occurs seamlessly and efficiently.

About You

The following knowledge, experience, skills, abilities, and key behaviors are preferred or required to perform this job :

At Lightspeed Systems, you'll be part of a dynamic team shaping the future of education technology. Join us in our mission to create safer and more effective digital learning environments for students worldwide.