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Support Specialist



Customer Service
Auckland, New Zealand
Posted on Friday, June 21, 2024

Hi there! Thanks for stopping by 👋

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We’re looking for a Support Specialist to join our team in Auckland. If you love technology and get a kick out of helping people with their tech questions, this could be the perfect fit for you. We're after someone with top-notch communication skills, both spoken and written, who knows their way around Windows, Mac OS X, iOS, computer hardware, and basic networking. You'll report to the Team Lead and chat with our customers every day via phone, email, and live chat. The ideal candidate for this role is a team player who has a keen eye for detail and loves collaborating with colleagues to deliver exceptional customer service.

What you’ll be doing:

  • Deliver outstanding technical support and customer service through email, phone, and chat
  • Consistently troubleshoot by swiftly identifying and resolving customer issues
  • Accurately document and track customer problems and their solutions
  • Adhere to support processes and procedures as necessary
  • Follow escalation protocols when required
  • Collaborate with team leaders to improve daily operations and enhance customer experiences
  • Communicate with relevant staff about current and ongoing customer and product issues

What you need to bring:

We're looking for a candidate who has experience with the following:

  • Previous experience in customer service
  • A background in technical support
  • Prior knowledge of computer hardware and networking
  • Proficient computer skills, particularly with Mac OS X

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try!

What’s in it for you?

Come live the Lightspeed experience...

  • Ability to do your job in a truly flexible environment;
  • Genuine career opportunities in a company that’s creating new jobs everyday;
  • Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

  • Lightspeed share scheme (we are all owners)
  • Unlimited paid time off policy
  • Work remotely from anywhere in the world for up to 60 days per year
  • Flexible working policy
  • Health and wellness benefit of $500 per year
  • Mental health online platform and counselling & coaching services
  • Paid leave and assistance for new parents
  • Free LinkedIn Learning license
  • Paid Volunteer day
  • Complimentary breakfast and lunch options, along with fresh fruits, snacks, and beverages stocked in the office
  • Exciting events hosted regularly by our Auckland Culture Club
  • Secure, full-time parking facilities
  • Brand new office space located in Newmarket (Auckland)
  • Dog friendly environment

Do you need additional support during an interview?

At Lightspeed, we acknowledge that we face the unique challenge of engaging with and hiring diverse talent from marginalised communities with different personal or cultural norms. For many candidates from these underrepresented groups, a job interview can be an extra stressful or challenging experience. Taking this nuanced perspective into consideration, Lightspeed is pleased to offer Supported Interviews! This means you’re welcome to bring whānau or a support person along with you during any Lightspeed interview (excluding initial recruiter phone call). This ensures you have the best opportunity to display your full range of strengths.

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
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