Customer Support - Tier I (Payments & POS)

As a Customer Support – Tier 1 (Payments & POS), you will serve as the first point of contact for dealership customers experiencing POS hardware and software issues. Your primary focus will be diagnosing, troubleshooting, and resolving problems related to point-of-sale systems, payment terminals, and peripheral devices used in dealership environments.  The right person for this role understands that minimizing customer sacrifice is paramount and every interaction should reduce friction and effort for our dealers. Our support team operates with a high degree of specialization in empathy and customer care, ensuring that every customer feels heard, respected, and supported from first contact through resolution.  This is a hands-on, customer-facing role that demands strong technical instincts, clear communication, and a genuine commitment to getting dealers back up and running quickly. It is also a strong foundation for growth into advanced technical support, product, or quality assurance roles within Lightspeed.

Jump-start your onboarding experience by working full time in our South Jordan, UT office for the first six months. Leverage the best our inclusive office environment offers including teamwork, community, face-to-face interactions, direct access to resources, and real-time idea sharing. After six months, you'll have the opportunity to transition to a flexible hybrid schedule, with two to three days per week in office and the remaining days working comfortably from home.

What You'll Do

• Serve as the first point of contact for dealership customers via phone, email, live chat, and ticketing systems, approaching every interaction with genuine empathy and a commitment to minimizing customer effort
• Diagnose and troubleshoot POS hardware (card readers, payment terminals, receipt printers, cash drawers) and resolve software errors, configuration issues, and connectivity problems
• Guide customers through device setup, reconfiguration, and testing, communicating solutions clearly to both technical and non-technical users
• Maintain accurate case records and escalate complex issues to Tier 2 with full documentation, ensuring timely follow-up until resolution

What You'll Have

Qualifications

• 1–3 years of experience in a technical support role, preferably within a SaaS, payments, receivables/payables, or IT environment
• Demonstrated experience troubleshooting POS hardware and software, payment terminals, or similar technology platforms
• Working knowledge of Windows OS environments, including configuration and basic troubleshooting
• Familiarity with CRM or ticketing platforms for logging, managing, and resolving support cases
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
• Excellent problem-solving skills and the ability to remain composed and professional under pressure
• Demonstrated empathy and a customer-first mindset, with a commitment to minimizing customer sacrifice and delivering low-effort, high-quality support experiences
• Comfortable supporting customers across multiple channels, including phone, email, and live chat
• Strong attention to detail when documenting case resolutions and escalating unresolved issues

Preferred Qualifications

• Prior experience supporting POS devices or payment terminals in a dealership, retail, or similar environment, or DMS experience
• Experience in the powersport, marine, RV, or related recreational vehicle dealership industries
• Basic networking knowledge, including IP configuration, connectivity troubleshooting, and VPN setups
• Exposure to remote access and diagnostic tools
• Experience with cloud-based software and APIs