Associate Technical Support Analyst

Overview

Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (OEMs), serving the Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Cart industries. Lightspeed's Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rentals, accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. For nearly 40 years, Lightspeed has been empowering 4,500+ dealers across North America with the tools and technology they need to manage their dealerships.

Jump start your onboarding experience by being in our South Jordan, UT office full-time for the first six months and leverage the best our inclusive office environment offers – teamwork, community, face to face interactions, access to resources and idea sharing. From there you'll have the opportunity for a flexible hybrid remote position, two to three days a week in office, and the remaining days, you can work comfortably from home. In addition, you'll have the option with this position to work either 4x10 hour shifts or 5x8 hour shifts after training.

Job Description

As an Associate Technical Support Analyst (Tier 1), you will provide advanced technical support for customers using Lightspeed's DMS software. This role focuses on diagnosing and troubleshooting complex software and hardware issues and requires a strong technical background. Your expertise will drive customer satisfaction and process improvements.

This is a high-impact role where you will sharpen your technical skills and grow into new responsibilities, including leadership or advanced technical roles in product development or quality assurance.

Key Responsibilities

• Diagnose and troubleshoot complex software, networking, and hardware problems
• Collaborate with team members to resolve critical customer issues and improve software quality
• Provide advanced technical support via phone, email, live chat, and ticketing systems
• Document case resolutions in detail and escalate unresolved issues to appropriate teams when necessary
• Build trust with customers by meeting resolution time goals and following up on outstanding issues
• Identify and implement improvements in processes to enhance the customer experience

Qualifications and Skills Required

Bonus Skills (Not Required)

Training and Growth Opportunities

You'll receive comprehensive on-the-job training to master the Lightspeed DMS software and tools. This role provides a clear path for career growth into Senior Technical Support, Product Management, Leadership, or Software Development. Many team members in Tier 1 have advanced to specialized roles within 12-18 months.

Compensation and Benefits

Inclusion and Diversity at Lightspeed

At Lightspeed, we celebrate the uniqueness of every individual and encourage diverse perspectives. We believe that inclusion drives innovation and fosters meaningful connections. We are committed to building an environment where everyone feels valued and empowered to make an impact.

Equal Employment Opportunity Statement

Lightspeed is an Equal Opportunity Employer and is dedicated to building a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, veteran status, or any other protected category.

Applicants must be authorized to work in the U.S.

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