Support Specialist II (Bilingual French/English)

Hi there! Thanks for stopping by 👋

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

The Support Team is seeking a customer service oriented, Bilingual (french/english) Support Specialist II to provide full-time technical assistance for our flagship X-Series product, which has Retail and Ecom elements to it. This position is for someone who has a passion for customer service and a love of technology. You get excited about helping people with technical queries. The ideal candidate has exemplary verbal and written communication skills and is proficient in Windows, Mac OS X & iOS, computer hardware, and basic networking. Reporting to the Team Lead, you will be in contact on a daily basis with our customers via phone, email and live-chat.

What you’ll be doing: 

• Provide excellent technical support and customer service to our customers, via email, Phone and chat 
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Properly document and track customer issues and resolutions
• Follow Support processes and procedures as required
• Follow escalation procedures as required
• Liaise with team leaders to best handle day to day situations to better customer experiences
• Communicate with relevant staff members regarding current and ongoing customer and product issues
• Proficient in all of our Core product area plus 3 additional product areas (over the first 6 months)
• Handle miscellaneous duties and responsibilities as defined by management

What you need to bring:

• Customer service experience 
• Experience in a technical support environment 
• Computer hardware and networking experience
• Strong computer skills with working knowledge of Mac OS X
• Exceptional written and verbal communication skills in english and french
• Strong attention to detail with an emphasis on customer service
• Maintain productivity metrics, handle times and first response times as outlined by your manager 
• Maintain Quality Assurance and Customer Satisfaction metrics as outlined by your manager
• A positive attitude ready to jump in and ask questions
• Focus on teamwork and collaborating with your colleagues to ensure we are giving exceptional customer service and solving our trickiest tickets  
• Focus on problem solving and the ability to glean root cause of issues
• Accountability; punctuality, prioritise and manage time efficiently  
• Ability to work well under pressure and in an agile environment
• Passion for new technology
• Enjoys learning new skills

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: 

You will get the opportunity to apply your digital marketing skills to deliver campaigns that have a direct impact on the success of Lightspeed’s new customer acquisition efforts.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed share scheme (we are all owners)
• Unlimited paid time off policy 
• Flexible working policy 
• Paid leave and assistance for new parents
• Medical, dental & vision insurance
• Health & wellness benefit of $500/per year 
• Mental health online platform and counseling & coaching services 
• LinkedIn Learning license 
• Volunteer day