Technical Support Specialist UK

Do you consider yourself as someone with excellent customer service skills? Do you possess the super hero ability to effectively explain, using your amazing communications skills, technology in non-technical terms? Lightspeed Systems is looking to hire a Technical Support Specialist to join our Customer Service organization. In this remote role, you'll be responsible for troubleshooting and supporting end users on a variety of issues in our mission to keep kids safe in school.
ABOUT THE JOB:
As a Technical Support Specialist, you will provide front-line technical support across Lightspeed’s product suite. You’ll work directly with customers to diagnose issues, guide product configuration, and collaborate with Product and Engineering teams to resolve complex challenges.
This role combines technical troubleshooting, customer service, and cross-functional collaboration in a fast-paced SaaS environment.
About the Role
Provide technical support to customers through phone, email, chat, and other support channels.
Troubleshoot software, device, networking, and configuration-related issues across Lightspeed products.
Communicate proactively with customers regarding issue status, solutions, and best practices.
Assist customers with product setup, configuration, integrations, and ongoing usage.
Document, prioritize, and escalate product issues when necessary.
Monitor support queues and ensure timely resolution of customer requests in accordance with service level agreements.
Collaborate with Product and Engineering teams to identify trends, recurring issues, and product improvement opportunities.
Maintain accurate case documentation and troubleshooting records.
Test and validate fixes, configurations, and product updates as needed.
Stay current on Lightspeed products, operating systems, networking concepts, and industry technologies.
Contribute to knowledge base articles and internal documentation.
Support team initiatives and additional projects as assigned.
ABOUT YOU:
Bachelor’s degree in information technology, Computer Science, or a related field.
6+ months of technical support, help desk, or customer support experience.
Strong troubleshooting and problem-solving skills.

Skills
Customer Support, Documentation

Experience
Fresher (0 yrs)