Are you passionate about helping customers solve technical problems while delivering exceptional customer service? Do you have a knack for explaining technical concepts in a simple, understandable way? If so, this role is for you!
As a Technical Support Specialist, you’ll play a vital role in our mission to keep children safe in schools by assisting users, troubleshooting technical issues, and ensuring they get the most out of our products. This role offers a unique opportunity to work hands-on with our full suite of solutions, proactively resolving challenges while providing top-tier customer support.
ABOUT THE ROLE
You’ll work directly with our full suite of products, ensuring users receive the support they need. Your responsibilities will include:
- Assisting users by identifying, analysing, and resolving technical issues.
- Communicating proactively with customers, providing solutions, status updates, and recommendations to ensure correct product configuration and usage.
- Supporting 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 up to date on Lightspeed products, trends, and developments in IP, networking, and related technologies.
- Performing other related duties as assigned.
- Measuring success through first-touch SLA, resolution rate, productivity, trends, and accurate troubleshooting.
- Collaborating with Product and Engineering to identify trends and prioritise issues impacting customers.
- Working with other teams to ensure case flow and customer communication occur seamlessly and efficiently.
ABOUT YOU
The following knowledge, experience, skills, abilities, and key behaviours are preferred or required to perform this role:
- 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 macOS).
- Knowledge of Active Directory, Google Workspace (formerly G Suite), or Azure AD.
- Understanding of mobile device platforms (iOS, Android, ChromeOS) is highly desirable.
- Knowledge of IP, network planning, router configuration and management, and firewalls is a plus.
- Experience with Ubuntu Server is an advantage.
- A technical degree or equivalent work experience is preferred.
- Excellent communication skills, particularly in explaining technical concepts to non-technical users, and the ability to clearly document and record information.
- Strong organisational and problem-solving skills.
- Exceptional customer service skills.
- A team player with the ability to thrive in a fast-paced environment.
- Flexibility to work onsite several days a week and support varying shifts, including some on-call work (which may include weekends and holidays).
At Lightspeed Systems, you'll be part of a dynamic team shaping the future of education technology. Join us in our mission to create safer and more effective digital learning environments for students worldwide.
ABOUT US
With more than 25 years of serving education, Lightspeed Systems delivers the most in-depth visibility and control to power exceptional schools where students are safe and engaged; technology is compliant and easily managed; and resources are secure and optimized. Purpose-built for school networks and devices, Lightspeed’s cloud-managed solutions include the most effective web filtering, student safety monitoring, classroom management, device management, and data analytics software available. Headquartered in Austin, Texas, with a European office in London, UK, Lightspeed serves over 23 million students across 31,000 schools in 43 countries, utilizing 15 million devices. Learn more at www.lightspeedsystems.com.
We love our employees, and we show it. A sneak peek into our BENEFITS & PERKS include:
- Health-- Medical, dental and vision insurance with healthy company contribution toward premiums. Lightspeed kicks cash into your HSA if you participate in our HDHP.
- Wellness-- Paid parental leave. Healthy holiday and PTO policy, including Christmas to New Year’s Day break.
- Retirement-- 401(k) matching up to 6%
- Other -- Work from where it makes sense. Pet insurance.
ABOUT OUR ATX HQ
If “work from where it makes sense” includes being onsite for you some or all the time, you will LOVE being at the ranch. Our uniquely Lightspeed (and totally Texas) corporate headquarters has everything Lightspeeders need to get the job done – and a whole lot more.
- 15,000 sq. ft. of open work area, offices, and huddle rooms
- Snacks galore and a private chef serving up lunch Tuesday through Thursday every week
- A state-of-the-art fitness center (with outfitted locker rooms)
- Physical therapist onsite regularly
- Indoor and outdoor casual collaboration spots
- Pet-friendly office environment
- A golf simulator, go-carts, shuffleboard, corn hole, and MORE fun
All within 31 sprawling acres of Live Oak trees that foster a natural habitat for local wildlife. It is not uncommon to be greeted daily by whitetail deer. (Maybe it wants to join your meeting?)
Lightspeed Systems is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or other protected characteristic.
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What We Do
For over 20 years, Lightspeed Systems® has been a leader in the ever-changing landscape of K-12 learning technology. Lightspeed Systems works with tens of thousands of schools to maximize the safety, mobility, and effectiveness of their students’ learning experience. Every device can be covered with the most effective web filter, student safety monitor, classroom management software, device management tool, and analytics program available.
Why Work Here?
We work diligently and intelligently as a team to create innovative solutions and better ways of doing things. Every day, every employee has an opportunity to change the world in the most meaningful way: by improving education. Lightspeed Systems has the mentality of a start-up (collaboration, access, innovation) with the stability of a company that’s been around since 1999 — and we get bigger and smarter every day.
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