Associate Tech Support Analyst - Salt Lake City, United States - Lightspeed DMS LLC.

Description

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 Car industries.

Lightspeed's

Dealer Management Solution

(DMS)

enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rental, accounting, and CRM.

When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, services, and parts while creating a more streamlined experience for customers.

For nearly 40 years, Lightspeed has empowered 3,900+ dealers across North America with the tools and technology they need to manage their dealerships.

Our Associate Technical Support Analysts provide primary support to our customers who encounter issues while using Lightspeed's Dealership Management Software (DMS).

The day-to-day responsibilities include assisting customers with "how to" questions within our software and offering technical support for bugs or break/fix inquiries.

Our Associates have excellent customer service skills and can communicate clearly and efficiently over the phone, email, or live chat.

Our Associates take ownership of each customer issue and work with the team to find resolutions for our customers.

This role provides an opportunity to be part of an inclusive team and have continuous opportunities to enhance your skills and move up within our company.

Simply stated, we love to reward associates who work hard and aren't afraid to show how productive they can be.

This is the place to begin a career that can take you anywhere
This is currently a

hybrid remote position , meaning you get the best of both worlds.

We work in our Salt Lake City office two to three days a week, collaborating and interacting as a team.

The other days of the week you can work from the comfort of your home in your sweatpants and a warm blanket

• This position is only available for applicants who live in Utah and can regularly commute to our Salt Lake City Office. The tentative start date for this training class is the first week of May, 2024.

Associate Responsibilities and Job Functions:
Receive training and learn to master the core principles of the Lightspeed Software
Ability to collaborate with team members to resolve issues

Field inbound client interactions:
over the phone, e-mail, live chats, and tickets
Create detailed case logs by recording information in our ticketing system
Establish trust with our customers by meeting our goals for resolution time, following up on issues, and escalating complex issues to Tier 2 Associates
Troubleshoot software issues and physical hardware within the Lightspeed DMS
Direct and help customers through the resolution of technical issues
We strive for the success of our associates; you will succeed as you:
Learn to be proficient with the operation of a PC specifically in a Windows OS environment, and the Lightspeed DMS (Dealer Management System) Software
Have an eagerness to learn and absorb information
Communicate clearly and honestly with your team and customers (verbal and written communication)
Think through issues you have never seen before and quickly resolve them
Have a positive attitude and can receive and offer constructive feedback
Follow attendance guidelines
It's a

bonus

if you've done these, but not a requirement:
Any previous Customer Service experience
Experience operating computers, and learning new computer software
Experience taking notes and summarizing conversations
Basic knowledge of SQL
If you have ever spent time in a recreational dealership
The position starts at $19 per hour, depending on your previous work experience. Additional compensation is available as you learn new skills and perform well in your responsibilities.

At Lightspeed, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers, and communities.

We are open, curious, and encourage different viewpoints so that everyone can be their best selves and make an impact.

Lightspeed's culture values and celebrates the uniqueness of individuals and the different perspectives they provide.

EEO Statement:
Lightspeed is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued.

Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants must be authorized to work in the U.S. and local to the Salt Lake City Area for this position.

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