French speaking Support Specialist

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 placeThe Strategic Support Services team oversees the Lightspeed Key Account support experience. Composed of product specialists, technical consultants and expert escalation team members, this group partners with senior support and strategic account management to quarterback the service experience for our most valuable and complex merchants. This role will be mostly focused on K-Series, reports into the Strategic Support Services manager and is placed within the global hospitality support organization. The role is based in London, UK.What the Role InvolvesSupporting Lightspeed's key accounts with excellent technical support and customer service via the most appropriate channels available.Work closely with Strategic Account Managers to best handle day-to-day situations to improve customer experiences.Manage strategic escalations end to end, including technical resolution, client communication and stakeholder feedback, targeting customer satisfaction at all points in the process.Develop a deep understanding of typical business challenges Lightspeed’s key account customers may face and liaise with Product and Development teams to improve the customer experience.Use a full range of troubleshooting techniques to quickly identify the source of escalated issues and provide prompt and appropriate solutions.Document Key Account details, track issues and resolutions for record keeping and for the Strategic Account Management team.Participate in creating and maintaining troubleshooting and testing procedures and documentation for the broader technical support team and document software defects for review and action.Contribute to specialized support service offerings, including managed networking, API support and similar emerging services.Develop skills to engage with all key Lightspeed hospitality platforms.And a little bit of…Contributing as part of the wider team to achieve organizational objectives, even if it means doing things outside the strict scope of your role.How You Will Know You Are Kicking AssRetention and expansion of our Key Accounts & ICP merchantsConsistent feedback loop with our product teams, providing a voice for our merchantsYour ExperienceThere are many ways to gain experience. If you don’t tick every box but think you could still excel, please apply and tell us why you’d be amazing in this role.This role is open to candidates located in London or nearby areas. You should be close enough to travel to London easily when needed.Excellent verbal and written communication skills in French & EnglishPrior experience in the Hospitality industryExtensive customer service experience in a technical support roleExcellent verbal and written communication skills (additional languages are a bonus)Ability to handle self-managed incoming emails, chat conversations and telephone calls based on priority and customer commitmentsStrong computer skills and working knowledge of Mac OSProven troubleshooting skills in a senior support positionStrong problem-solving skills to ensure customers use their POS to its full capacityAbility to manage technical escalations of at-risk accounts and identify opportunities for growthFlexible schedule; support never stopsEven Better If You Have, But Not NecessaryKnowledge of networking or network support experienceUnderstanding of API (relevant to SaaS) and experience supporting thisTenacity, urgency, and gritNatural relationship builder with internal connections and a proactive attitudeGlobal mindset; experience supporting customers worldwideCustomer-centric mindset; ability to understand customers’ perspectives and deliver valueSubject matter expertise and problem-solving capabilitiesWhat’s In It For YouWe're a global company and benefits vary by country. Here’s a brief overview of our global benefits:Equity options: Restricted Share Units (RSUs)Parental leave and inclusive support for new parentsHealth & wellness creditCareer development and internal mobilityTime off to volunteerHealth apps and access to coaching servicesWe encourage you to apply if you’re unsure you meet every requirement. Lightspeed is an equal opportunity employer and is committed to an inclusive and barrier-free workplace. Accommodations are available on request for candidates participating in all aspects of the selection process.Where to From Here?This opportunity should be mutually beneficial: we want you to step into a role you love and to join a place you’re proud to come to every day. For a glimpse into our world, check out our career page.Lightspeed is building communities through commerce. We were founded in 2005 and are committed to inclusion. We serve customers in over 100 countries with teams across North America, Europe, and Asia Pacific.Lightspeed handles your information in accordance with our Applicant Privacy Statement. #J-18808-Ljbffr