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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.
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, color religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or other protected characteristic.
Customer Support Representative in London employer: Lightspeed Systems
Contact Detail:
Lightspeed Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative in London
✨Tip Number 1
Get to know the company inside out! Research Lightspeed Systems, their products, and their culture. This way, when you chat with them, you can show off your knowledge and enthusiasm 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 things clearly and concisely is key. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues for customers. Be ready to share these stories during your interview to demonstrate your ability to handle challenges.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Lightspeed team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Support Representative in London
Some tips for your application 🫡
Show Your Customer Focus: When writing your application, make sure to highlight your customer support experience. We want to see how you've gone above and beyond to help customers in the past, so share specific examples that showcase your problem-solving skills and empathy.
Keep It Clear and Concise: We love a well-structured application! Use clear language and avoid jargon. Remember, you’ll be explaining technical concepts to customers, so show us you can do the same in your application. Keep it simple and to the point!
Tailor Your Application: Make sure to tailor your application to the role of Customer Support Representative. Mention your familiarity with CRM systems like Salesforce and any relevant experience you have in a fast-paced SaaS environment. This will help us see you as a great fit for our team!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach your CV and cover letter directly. Plus, it shows us you’re genuinely interested in joining our team at Lightspeed Systems!
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 how they benefit customers 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. Consider role-playing with a friend to simulate customer interactions.
✨Showcase Your Problem-Solving Mindset
Prepare examples of past experiences where you've successfully resolved customer issues. Highlight your thought process and the steps you took to find solutions. This will demonstrate your ability to think on your feet in a fast-paced environment.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
