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For Companies At a Glance
- Tasks: Help customers with tech issues and provide top-notch support across various channels.
- Company: Join Lightspeed Systems, a leader in educational technology with a vibrant culture.
- Benefits: Enjoy perks like onsite meals, fitness facilities, and a pet-friendly office.
- Why this job: Be the hero for customers, solving problems and enhancing their experience with our products.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Dynamic work environment with opportunities for growth and continuous learning.
The predicted salary is between 30000 - 42000 £ per year.
Lightspeed Systems is looking for a Customer Support Representative to join our growing Support team in the UK. In this role, you’ll be on the front lines helping customers get the most out of our products, providing timely, thoughtful support across multiple channels. If you enjoy problem-solving, working with technology, and delivering a great customer experience in a fast-paced SaaS environment, this could be a great fit.
About the Role
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 enquiries, 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 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
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
- Secondary school qualification (or equivalent)
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.
We love our employees, and we show it. Our benefits and perks are built to support your overall wellbeing—at work and beyond. Offerings vary by country.
Benefits and Perks
- Onsite amenities at Lightspeed HQ include a large open work area, offices and huddle rooms
- Snacks and a private chef serving meals M-TH
- State-of-the-art fitness center with locker rooms
- Onsite physical therapist
- Pet-friendly office environment
- Leisure options such as golf simulator, go-karts, shuffleboard, and more
- All within 31 acres of Live Oak trees.
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, colour, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or other protected characteristic.
Customer Support Representative employer: Lightspeed Systems
Contact Detail:
Lightspeed Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative
✨Tip Number 1
Get to know the company inside out! Research Lightspeed Systems, their products, and their culture. This way, when you get that interview, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be on the front lines helping customers, being able to explain technical concepts in simple terms is key. Try role-playing with a friend or family member to sharpen those skills.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current employees on LinkedIn or join relevant groups. This can give you insider tips and maybe even a referral, which can really boost your chances.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the team at Lightspeed Systems.
We think you need these skills to ace Customer Support Representative
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Representative role. Highlight your relevant experience and skills that match the job description, like your problem-solving abilities and customer-focused mindset.
Show Off Your Communication Skills: Since this role requires excellent communication, use clear and concise language in your application. Demonstrate your ability to explain technical concepts simply, as this will resonate well with us at Lightspeed Systems.
Be Personable and Authentic: Let your personality shine through in your written application. We love candidates who are genuine and passionate about delivering exceptional service, so don’t be afraid to show us who you are!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Lightspeed Systems
✨Know the Product Inside Out
Before your interview, take some time to familiarise yourself with Lightspeed Systems' products. Understanding their features and benefits will help you answer questions confidently and show your genuine interest in the role.
✨Practice Your Communication Skills
As a Customer Support Representative, clear communication is key. Practice explaining technical concepts in simple terms, as you might need to do this during the interview. Role-play with a friend or family member to refine your approach.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in the past. Think about specific situations where you demonstrated empathy and effective problem-solving, as these are crucial traits for the role.
✨Familiarise Yourself with CRM Tools
Since proficiency in CRM systems like Salesforce is preferred, it’s a good idea to brush up on your skills. If you have experience with similar tools, be ready to discuss how you used them to manage customer interactions effectively.
