À propos de ce poste Customer Support - Tier I chez Lightspeed DMS
Company Overview:
Position Summary
As a Customer Support - Tier I team member, you will serve as the first point of contact for dealers experiencing POS hardware and software issues. Your primary focus will be diagnosing, troubleshooting, and resolving problems related to point-of-sale systems, payment terminals, and peripheral devices used in dealership environments.
The right person for this role understands that minimizing dealer effort is paramount, and every interaction should reduce friction. Our support team operates with a high degree of specialization in empathy and customer care, ensuring that every dealer feels heard, respected, and supported from first contact through resolution. This is a hands-on, dealer-facing role that demands strong technical instincts, clear communication, and a genuine commitment to getting dealers back up and running quickly. It's also a strong foundation for growth into advanced technical support, product, or quality assurance roles within Lightspeed.
You'll jump-start your onboarding by working full-time in our South Jordan, UT office for the first six months, leveraging the best our inclusive office environment offers — teamwork, community, face-to-face interactions, direct access to resources, and real-time idea sharing. After six months, you'll transition to a flexible hybrid schedule, with two to three days per week in office and the remaining days working comfortably from home.
What You'll Do
Frontline Technical Support
- Serve as the first point of contact for dealers via phone, email, live chat, and ticketing systems, approaching every interaction with genuine empathy and a commitment to minimizing dealer effort.
- Diagnose and troubleshoot POS hardware (card readers, payment terminals, receipt printers, cash drawers) and resolve software errors, configuration issues, and connectivity problems affecting point-of-sale transactions on the DMS platform.
- Guide dealers through device setup, reconfiguration, and testing, communicating solutions clearly to both technical and non-technical users.
Case Management & Escalation
- Maintain accurate case records and escalate complex issues to Tier 2 with full documentation, ensuring timely follow-up until resolution.
- Partner with Tier 2 and product teams to flag recurring POS or payment issues affecting dealer transactions across the DMS platform.
What You Should Have
Required Qualifications
- 1–3 years of experience in a technical support role, preferably within a SaaS, payments, receivables/payables, or IT environment.
- Demonstrated experience troubleshooting POS hardware and software, payment terminals, or similar technology platforms.
- Working knowledge of Windows OS environments, including configuration and basic troubleshooting.
- Familiarity with CRM or ticketing platforms for logging, managing, and resolving support cases.
- Strong attention to detail when documenting case resolutions and escalating unresolved issues.
- Comfortable supporting dealers across multiple channels, including phone, email, and live chat.
- Excellent problem-solving skills and the ability to remain composed and professional under pressure.
- Demonstrated empathy and a dealer-first mindset, with a commitment to minimizing dealer effort and delivering low-effort, high-quality support experiences.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
Preferred Qualifications
- Experience in a customer facing support role, such as help desk, call center, dealership, or retail.
- Calm, patient, and empathetic when helping frustrated or stressed customers.
- Clear communicator who can explain technical topics in plain, friendly language.
- Takes ownership of issues and follows through to resolution.
- Experience in or interest in the powersport, marine, RV, or recreational vehicle industries.
- Familiarity with POS devices, payment terminals, or DMS software is a plus.
- Comfortable learning new tools, including remote access software and cloud based applications.
Inclusion and Diversity at Lightspeed:
At Lightspeed, we celebrate the uniqueness of every individual and encourage diverse perspectives. We believe that inclusion drives innovation and fosters meaningful connections. We are committed to building an environment where everyone feels valued and empowered to make an impact.
Equal Employment Opportunity Statement:
Lightspeed is an Equal Opportunity Employer and is dedicated to building a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, veteran status, or any other protected category.
Important Note:
Applicants must be authorized to work in the U.S.
Ready to apply?
Take the next step in your career—apply today and join a team where your skills will make an impact!
