Support Specialist II - Payments

Hi there! Thanks for stopping by 👋

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! 

Lightspeed is seeking a customer service oriented individual to provide full-time technical assistance for our popular Payment Systems.The Financial Support Specialist II will be counted on to provide Support not only to our customers but our internal Frontline agents who will be primarily receiving incoming calls and chats from our customers.

What you’ll be doing:

• Provide excellent technical support and customer service to our customers over the phone, chat, and via e-mail support tickets
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Properly document and track customer issues and resolutions
• Follow escalation procedures as required
• Liaise with team leaders to best handle day to day situations to better customer experiences
• Handle miscellaneous duties and responsibilities as defined by management

What you need to bring:

The Payments Tier II support team is made up of foodies, musicians and expert troubleshooters. We work hard and play hard, celebrate everyone’s passions, and help guide our colleagues to do the best work of their lives. If you are looking for a close-knit and hardworking team then you’ve come to the right place!

We're looking for a candidate who has experience with the following:

• 1-2 years of customer service experience
• Excellent verbal and written communication skills in English & French
• Ability to handle multiple outbound telephone calls
• Effective telephone communication skills, with the ability to convey a customer-focused attitude
• Capable of managing multiple internal chats
• Proven experience in managing multiple priorities in a fast-paced environment
• Very strong organizational and decision-making skills
• Proven troubleshooting skills
• Openness to be working weekends and holidays

Even better if you have, but not necessary

• Computer hardware and networking experience
• Experience working with Payment Systems or in the payment processing industry
• Working knowledge of Mac OS X
• Retail/Restaurant or eCommerce experience
• Excellent verbal and written communication skills in English

Who you are

• We look for problem solvers that do not shy away from tackling complexity and love critical thinkers 
• You have a passion for creating great customer experiences
• You have great problem-solving skills
• You are a self-starter who also works well in a team environment
• You can follow direction
• You can adapt easily in a constantly evolving role

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try!

What’s in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed RSU program (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning

#LI-TL2

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.