Team Lead, Technical Support at Lightspeed Systems

Lightspeed Systems is seeking a Team Lead, Technical Support to provide exceptional customer service and technical assistance to users. The role involves supporting the company's mission to keep kids safe in school by resolving technical issues and ensuring users maximize product utilization. In addition to technical support, the Team Lead will oversee Technical Support Specialists, offering guidance, monitoring performance, and promoting a collaborative team environment. The role will also include tasks assigned by leadership to ensure efficient team operations and excellent customer service.

Role Involves:

• Assist users by identifying, analyzing, and resolving technical issues.
• Manage support requests across multiple channels (email, chat, phone).
• Monitor team performance and provide guidance to Technical Support Specialists.
• Collaborate with Product, Engineering, and other teams to identify trends.
• Stay updated on Lightspeed products, networking technologies, and industry trends.
• Track team success metrics such as SLA adherence and resolution rates.
• Act as an escalation point for cases or concerns.
• Assist leadership with assigned tasks and process improvements.

Requirements:

• 1+ year of experience in technical support.
• Familiarity with operating system installation (Windows and Mac OSX).
• Understanding of mobile device platforms (iOS, ChromeOS).
• Knowledge of Active Directory, GSuite, or Azure AD.
• Networking fundamentals (IP, router configuration, firewalls) knowledge.
• Strong communication, organizational, and problem-solving skills.
• Excellent customer service skills.
• Team player with leadership potential.
• Flexibility to support varying shifts, including some on-call work.
• Technical degree or equivalent work experience preferred.

Lightspeed Systems Offers:

• Medical, dental and vision insurance.
• Paid parental leave.
• Healthy holiday and PTO policy.
• 401(k) matching up to 6%.
• Pet insurance.