Chat Support Agent

Job Overview

Lightspeed HQ is seeking a dedicated and articulate Chat Support Agent to join our dynamic team on a full-time basis in Oklahoma City, Oklahoma, United States. As a leading cloud-based commerce platform, Lightspeed empowers businesses in the retail, hospitality, and eCommerce sectors by providing them with the tools to manage operations, analyse sales, and enhance the customer experience. This is an excellent opportunity to become part of an organisation recognised for its integrated solutions that streamline operational workflow for a diverse range of clients.

The successful candidate will be the first point of contact for our valued customers, providing exceptional support and technical assistance through live chat. We are looking for a proactive problem-solver with a passion for customer satisfaction. The offered salary for this position is $25 - $35 USD per hour.

Responsibilities

• Provide timely, accurate, and professional support to customers via live chat.
• Troubleshoot and resolve customer issues related to Lightspeed's software, including inventory management, customer orders, and sales analytics.
• Guide users through platform features and functionalities to ensure they are maximising the value of our services.
• Clearly document all customer interactions, technical issues, and resolutions within our CRM system.
• Escalate complex problems to the appropriate internal teams while maintaining ownership of the customer issue.
• Strive to meet and exceed individual and team performance metrics, including customer satisfaction scores.
• Contribute to our knowledge base by creating and updating support documentation.
• Identify and report recurring customer issues and potential software bugs to the product development team.

Qualifications

• Proven experience in a customer support role, preferably within a SaaS or technology-focused environment.
• Exceptional written communication skills, with a strong grasp of grammar and punctuation.
• Excellent problem-solving and analytical abilities with a keen attention to detail.
• The ability to multitask effectively, managing multiple chat conversations simultaneously without compromising on quality.
• A patient, empathetic, and customer-focused demeanour.
• A high degree of technical aptitude and the ability to learn new software quickly.
• Experience with retail, hospitality, or eCommerce operations is highly advantageous.
• Familiarity with CRM software (e.g., Zendesk, Salesforce) is desirable.

Benefits

• A competitive hourly wage and a comprehensive benefits package.
• Opportunities for professional development and career progression within a growing global company.
• A collaborative, inclusive, and supportive team environment.
• The chance to make a real impact on businesses around the world by helping them succeed.