Technical Support Specialist UK
Job description
A Technical Support Specialist providing front-line technical support across Lightspeed's product suite, troubleshooting and supporting end users in a remote role. The role combines technical troubleshooting, customer service, and cross-functional collaboration in a fast-paced SaaS environment.
At a glance
- Work mode
- Remote · United Kingdom
What you'll do
- Provide technical support to customers through phone, email, chat, and other support channels
- Troubleshoot software, device, networking, and configuration-related issues across Lightspeed products
- Communicate proactively with customers regarding issue status, solutions, and best practices
- Assist customers with product setup, configuration, integrations, and ongoing usage
- Document, prioritize, and escalate product issues when necessary
- Monitor support queues and ensure timely resolution of customer requests in accordance with service level agreements
- Collaborate with Product and Engineering teams to identify trends, recurring issues, and product improvement opportunities
- Maintain accurate case documentation and troubleshooting records
- Test and validate fixes, configurations, and product updates as needed
- Stay current on Lightspeed products, operating systems, networking concepts, and industry technologies
- Contribute to knowledge base articles and internal documentation
- Support team initiatives and additional projects as assigned
What we're looking for
- Bachelor's degree in information technology, Computer Science, or a related field
- 6+ months of technical support, help desk, or customer support experience
- Strong troubleshooting and problem-solving skills
- Familiarity with Windows and macOS operating systems
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users
- Excellent organizational skills and attention to detail
- Customer-first mindset with a passion for delivering exceptional service
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Team-oriented with a collaborative approach to problem solving
- Current, permanent authorization to work in the United Kingdom
Your team
Customer Service organization
How to get hired
- 1Complete a set of assessments as part of the application process
Apply
Direct apply at Lightspeed Systems
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About Lightspeed Systems
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.
Mission
Keep kids safe in school
Key facts
- Austin, Texas
- education technology
- Serves over 23 million students across 31,000 schools in 43 countries
- Utilizing 15 million devices
- European office in London, UK
- More than 25 years of serving education