Customer Support Representative

As a Customer Support Representative (CSR) at Lightspeed Systems, you will be the first point of contact for our customers, playing a crucial role in ensuring a positive experience with our products and support team. You will work closely with our support and triage teams to manage customer inquiries, identify needs, and provide solutions. This role requires excellent communication skills, empathy, and problem-solving abilities to deliver exceptional service in a fast-paced SaaS environment. 

KEY RESPONSIBILITIES

• Respond to customer inquiries 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 discovery and prioritization 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
• 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 exercises to stay current with product updates and industry trends   

NOTE: 

• This is a hybrid position and several days each week will be required onsite at our Austin, Texas headquarters.
• Sponsorship is not available for this position. 

ABOUT YOU 

You are a customer-focused professional with effective communication skills, a problem-solving mindset, and a passion for delivering exceptional service. The following skills and experience are essential for success in this role: 

• Proven customer support experience or experience as a Client Service Representative
• Strong verbal and written communication skills
• Customer-focused mindset with excellent problem-solving abilities
• Ability to explain technical concepts in simple, easy-to-understand terms
• Strong multitasking abilities in a fast-paced environment
• Proficiency in CRM systems, Salesforce preferred
• High school diploma 

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.