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Salary: CAD 45,000 - 55,000 / annual
Lightspeed is seeking a Technical Customer Support specialist to deliver world-class support to brands and retailers using the NuORDER by Lightspeed B2B platform. This role focuses on helping customers navigate technical and non-technical queries related to the web and iPad app, ensuring a seamless wholesale process.
Key Responsibilities:
- Become a NuORDER expert, mastering the web and iPad app to serve client needs across technical and non-technical domains
- Troubleshoot app issues and bugs reported by clients or identified internally
- Review integration logs and validate associated data to resolve ingestion issues
- Provide guidance on application features and configuration
- Test and replicate client issues to understand root causes and develop solutions
- Manage high-volume incoming customer tickets via email, chat, and phone support channels
- Interact professionally with VIP customer clients
- Contribute to team-wide process improvements and organizational objectives
- Champion world-class customer service and deliver high-quality customer experiences
The role is based in Calgary, AB (Mountain Standard Time) or British Columbia (Pacific Standard Time), with a flexible work environment that supports remote work policies.
Requirements:
- 2+ years of experience in an analytical, customer service, or SaaS/technology-related role
- Demonstrated experience in B2B or SaaS product support
- BA/BS degree or equivalent professional experience
- Ability to analyze and manipulate data in Excel
- Understanding of data integration principles (API/FTP)
- Knowledge of B2B eCommerce, wholesale retailing, and merchandising principles (preferred)
- Strong communication skills and technology expertise
- Self-starter with problem-solving mindset
- Ability to work in a fast-paced, dynamic environment
- Service-oriented mindset with focus on customer outcomes and resolution
