Customer Technical Support Specialist
Posted 3 months ago
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:
- 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 Mac OSX).
- Knowledge of Active Directory, GSuite or Azure AD.
- Understanding of mobile device platforms (iOS, Android, ChromeOS) highly desired.
- Understanding of IP, Network planning, router configuration and management, and firewalls a plus
- Ubuntu Server experience a plus
- Technical degree or equivalent work experience preferred.
- Excellent communication skills, especially in explaining technical concepts to non-technical users and being able to clearly document and record information.
- Excellent organizational and problem-solving skills.
- Excellent customer service skills.
- 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 (including weekends and holidays).
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.
ABOUT US
With more than 25 years of serving education, Lightspeed Systems delivers the most in-depth visibility and control to power exceptional schools where students are safe and engaged; technology is compliant and easily managed; and resources are secure and optimized. Purpose-built for school networks and devices, Lightspeed’s cloud-managed solutions include the most effective web filtering, student safety monitoring, classroom management, device management, and data analytics software available. Headquartered in Austin, Texas, with a European office in London, UK, Lightspeed serves over 23 million students across 31,000 schools in 43 countries, utilizing 15 million devices. Learn more at www.lightspeedsystems.com.
We love our employees, and we show it. Our benefits and perks are built to support your overall wellbeing—at work and beyond. Offerings vary by country.
ABOUT OUR ATX HQ
If your role includes spending time onsite, you will LOVE being at the ranch. Our uniquely Lightspeed (and totally Texas) corporate headquarters has everything Lightspeeders need to get the job done – and a whole lot more.
- 15,000 sq. ft. of open work area, offices, and huddle rooms
- Snacks galore and a private chef serving up lunch Tuesday through Thursday every week
- A state-of-the-art fitness center (with outfitted locker rooms)
- Physical therapist onsite regularly
- Indoor and outdoor casual collaboration spots
- Pet-friendly office environment
- A golf simulator, go-carts, shuffleboard, corn hole, and MORE fun
All within 31 sprawling acres of Live Oak trees that foster a natural habitat for local wildlife. It is not uncommon to be greeted daily by whitetail deer. (Maybe it wants to join your meeting?)
Lightspeed Systems is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or other protected characteristic.
Other open roles at Lightspeed Systems(6)
Lightspeed provides visibility and control to drive compliance, safety, security, engagement, management, and ROI for school networks and devices.
Key team members
Michelle McGovern
Christian Trahan
Mitchell Laurren-Ring
Amy Bennett
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