Customer Support - Tier I

Company Overview: Lightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries adding hundreds of dealerships to the Lightspeed community each year. Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including Sales, Parts, Service, Rentals, Payments, Accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. Lightspeed is the most complete and integrated DMS in the industry with over 500 integrations with Original Equipment Manufacturers (OEMs), aftermarket parts and accessory distributors and dozens of other software tools that a dealership may use to run their business. Uniquely designed by dealers for dealers, and refined over the past 4 decades, Lightspeed empowers over 4,500+ dealers across North America with the tools and technology they need to manage their dealerships. Position Summary As a Customer Support - Tier I team member, you will serve as the first point of contact for dealers 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 dealer effort is paramount, and every interaction should reduce friction. Our support team operates with a high degree of specialization in empathy and customer care, ensuring that every dealer feels heard, respected, and supported from first contact through resolution. This is a hands-on, dealer-facing role that demands strong technical instincts, clear communication, and a genuine commitment to getting dealers back up and running quickly. It's also a strong foundation for growth into advanced technical support, product, or quality assurance roles within Lightspeed. You'll jump-start your onboarding by working full-time in our South Jordan, UT office for the first six months, leveraging the best our inclusive office environment offers — teamwork, community, face-to-face interactions, direct access to resources, and real-time idea sharing. After six months, you'll 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 Frontline Technical Support Serve as the first point of contact for dealers via phone, email, live chat, and ticketing systems, approaching every interaction with genuine empathy and a commitment to minimizing dealer effort. Diagnose and troubleshoot POS hardware (card readers, payment terminals, receipt printers, cash drawers) and resolve software errors, configuration issues, and connectivity problems affecting point-of-sale transactions on the DMS platform. Guide dealers through device setup, reconfiguration, and testing, communicating solutions clearly to both technical and non-technical users. Case Management & Escalation Maintain accurate case records and escalate complex issues to Tier 2 with full documentation, ensuring timely follow-up until resolution. Partner with Tier 2 and product teams to flag recurring POS or payment issues affecting dealer transactions across the DMS platform. What You Should Have Required Qualifications 1–3 years of experience in a customer care 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 attention to detail when documenting case resolutions and escalating unresolved issues. Comfortable supporting dealers across multiple channels, including phone, email, and live chat. Excellent problem-solving skills and the abilit