The Support Systems Administrator is responsible for installing, operating, and maintaining hardware and software for the organization's Customer Support function. This includes maintaining existing systems, which involves installing new applications and hardware to keep the system current and working efficiently, while researching and implementing new opportunities for continuous improvement.

Day-to-day responsibilities include:

  • Isolate, identify, and troubleshoot issues, and refer problems to management as necessary.

  • Maintain, manage, and monitor all aspects of support operational systems including:

    • Support Ticketing System

    • Support Contact Center Application and Telephony Connections

    • Live Chat modules

    • Customer Knowledge Base Structure and Layout

    • Additional Support tooling as the business scales

  • Inform internal and external audience of any outages (incident management/communication), provide end-user technical support, and maintain the knowledge base.

SKILLS & EXPERIENCE
  • Bachelor’s degree in a related field such as information technology, management information systems, computer science, or relevant experience.

  • Exceptional communication skills and ability to build rapport with coworkers.

  • Experience troubleshooting, reproducing, and documenting product issues.

  • Strong knowledge of Salesforce Administration (Classic and Lightning).

  • Experience with Vonage Contact Center (New Voice Media) a plus.

  • Experience with Workforce Management and Omni-Channel tooling a plus.

  • Experience working with APIs and Data Connectors a plus.

 

Upserve by Lightspeed is proud to be an Equal Opportunity Employer. We strive to have a team that is as diverse as the industry we serve. We partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.

Who we are

Lightspeed (TSX/NYSE: LSPD) powers small and medium-sized businesses with its cloud-based, omni-channel commerce platforms in over 100 countries around the world. With smart, scalable, and dependable point of sale systems, Lightspeed provides all-in-one solutions that help restaurants and retailers sell across channels, manage operations, engage with consumers, accept payments, and grow their business.

Headquartered in Montréal, Canada, Lightspeed is trusted by favourite local businesses, where the community goes to shop and dine. Lightspeed has offices in Canada, USA, Europe, and Australia.

We're passionate about enabling people to do their best work. Come work with us and find out what you can do!