Lightspeed Systems

Customer Support

• Respond to customer enquiries via multiple channels (phone, email, chat) in a timely and professional manner
• Create and manage support tickets in Salesforce, ensuring accurate documentation of customer interactions
• Perform initial triage and prioritisation of inbound cases, routing complex issues to appropriate team members
• Troubleshoot and resolve common technical issues related to product administration
• Provide clear, step-by-step guidance to customers on product usage and best practices
• Maintain and exceed service level agreements (SLAs) for response and resolution times
• Provide cross-functional support to the Human Review team during peak workloads or as requested by leadership
• Collaborate with other departments to relay customer feedback and contribute to product improvements
• Assist in creating and updating support documentation and knowledge base articles
• Participate in continuous learning and upskilling activities to stay current with product updates and industry trends

Customer Support Representative