Application Support Specialist

We are looking for an Application Support Specialist to deliver world class support to the Brands & Retailers who utilize the NuORDER by Lightspeed B2B platform to deliver a seamless, more collaborative wholesale process. This position is for someone who has a passion for customer service and a love of technology. You get excited about helping people with technical queries. You are a person who can manage a high volume of incoming customer tickets via chat, & phone support channels.

We are only hiring in the British Columbia remotely.

What you’ll be doing:

• Become a NuORDER expert and understand the ins-and-outs of our web and iPad app to best serve client needs in both technical and non-technical fields.

• Troubleshoot app issues or bugs that are raised by clients or internally

• Provide guidance on application features and configuration.

• Test issues to replicate what a client might be experiencing and how to produce.

• Be a champion of world-class customer service, and have a passion for delivering a high quality customer experience.

• Interact professionally with VIP customer clients.

• Manage a high volume of incoming customer tickets via email, chat, & phone support channels.

• Work collaboratively to ensure that the best customer outcomes are achieved.

What you need to bring:

• 2+ years experience in an analytic, customer service or SaaS/technology-related role

• Experienced in either B2B or SaaS product support

• Understand B2B eCommerce, wholesale retailing, and merchandising principles is a plus

• BA/BS or equivalent experience.

How you will be measured:

• CSAT - Customer Satisfaction scores.

• Progression in our tracked platform functionality and team process competencies.

How you will succeed:

• Be a lifetime learner, ready to become an expert in the NuORDER system.

• Being a self starter that enjoys problem solving.

• The ability to analyze & manipulate data in Excel, and work with customers to identify data issues.

• An understanding of data integration principles - how systems share data (API/FTP).

• Enjoy working in a fast paced, dynamic environment.

• A service mindset, drives to resolution and puts our clients first.

• Your success will derive from your superior communication skills, technology expertise, and focus on customer outcomes.

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try!

You’ll enjoy:

• A flexible work environment that empowers you to do your best work

• A culture that celebrates performance

• The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard

• Career-defining opportunities

Plus benefits designed to keep you happy, healthy and fulfilled.

• Flexible paid time off and remote work policies

• Equity options, because this is your company too

• Contributions to your pension plan. Your future matters

• Training opportunities to grow your skills and career

• Health and wellness credit so you feel your best

• Time off to volunteer and give back to your community

• Interest groups, employee led networks, social committees to sponsored sports teams

• Computer purchase program to get your personal Macbook

• Enhanced parental leave to support growing families