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Lightspeed Systems - Austin, TX
posted 4 days ago
About the position
Lightspeed Systems is seeking an Entry-Level Technical Support Specialist to join our Customer Service team. This role offers a unique opportunity to assist users and troubleshoot various issues, playing a vital role in our mission to keep kids safe in school. 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, and performing other related duties as assigned.
Responsibilities
- 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.
Requirements
- 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.
Nice-to-haves
- 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.
