Assoc Technical Support Analyst

November 7, 2024

Lightspeed

South Jordan

FULL TIME

Company Overview:
Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (OEMs) across multiple industries, including Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Car. Our Dealer Management Solution (DMS) enables dealerships to optimize operations, increase sales, and streamline business processes. For nearly 40 years, we've supported 3,900+ dealers across North America with cutting-edge tools and technologies.
Work Environment:
Jump start your onboarding experience by being in our South Jordan, UT office full-time for the first six months and leverage the best our inclusive office environment offers – teamwork, community, face to face interactions, access to resources and idea sharing. From there you’ll have the opportunity for a flexible hybrid remote position, two to three days a week in office, and the remaining days, you can work comfortably from home. In addition, you'll have the option with this position to work either 36 or 40 hours per week.
Job Description:
As an Associate Technical Support Analyst (Tier 1), you will provide advanced technical support for customers using Lightspeed’s DMS software. This role focuses on diagnosing and troubleshooting complex software and hardware issues and requires a strong technical background. Your expertise will drive customer satisfaction and process improvements.
This is a high-impact role where you will sharpen your technical skills and grow into new responsibilities, including leadership or advanced technical roles in product development or quality assurance.
Key Responsibilities:

Diagnose and troubleshoot complex software, networking, and hardware problems
Collaborate with team members to resolve critical customer issues and improve software quality
Provide advanced technical support via phone, email, live chat, and ticketing systems
Document case resolutions in detail and escalate unresolved issues to appropriate teams when necessary
Build trust with customers by meeting resolution time goals and following up on outstanding issues
Identify and implement improvements in processes to enhance the customer experience

Qualifications and Skills Required:

2-3 years of experience in technical support, preferably within a Saa S or IT environment
Strong understanding of Windows OS environments, including troubleshooting and configuration
Advanced proficiency in diagnosing software issues, hardware troubleshooting, and network setups
Excellent problem-solving abilities and the capacity to think critically in high-pressure situations
Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
Proficient in managing support tickets, documenting issues, and following up with escalated cases
Ability to collaborate effectively with cross-functional teams, including developers and product managers
Experience with cloud-based software and APIs is a plus
Desire for continuous learning, especially in emerging technologies and trends in technical support

Bonus Skills (Not Required):

Prior experience in the dealership or recreational industries
Proficiency in SQL and familiarity with database management
Basic networking knowledge, including IP configurations and VPN setups

Training and Growth Opportunities:
You’ll receive comprehensive on-the-job training to master the Lightspeed DMS software and tools. This role provides a clear path for career growth into Senior Technical Support, Product Management, Leadership, or Software Development. Many team members in Tier 1 have advanced to specialized roles within 12-18 months.
Compensation and Benefits:

Competitive hourly start rate, with opportunities for additional compensation as you develop new skills and excel in your responsibilities
Health, dental, and vision insurance
401(k) retirement plan with company matching
Paid parental leave
Tuition reimbursement programs for professional development
Paid time off and a flexible hybrid work schedule

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. and be able to regularly commute to our South Jordan office.
Ready to apply?
Take the next step in your career—apply today and join a team where your skills will make an impact!

We regret to inform you that this job opportunity is no longer available