Customer Support - Tier I

The role

You will serve as the first point of contact for dealers experiencing POS hardware and software issues. You will diagnose, troubleshoot, and resolve problems related to point-of-sale systems, payment terminals, and peripheral devices.

What you will do

• Serve as the first point of contact for dealers via phone, email, live chat, and ticketing systems.
• Diagnose and troubleshoot POS hardware including card readers, payment terminals, receipt printers, and cash drawers.
• Resolve software errors, configuration issues, and connectivity problems on the DMS platform.
• Guide dealers through device setup, reconfiguration, and testing.
• Maintain accurate case records.
• Escalate complex issues to Tier 2 with full documentation.
• Partner with Tier 2 and product teams to flag recurring POS or payment issues.

Required qualifications

• 1–3 years of experience in a customer care role.
• 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 ability to remain composed and professional under pressure.
• Demonstrated empathy and a dealer-first mindset.
• Strong written and verbal communication skills.

Nice to have

• Experience in a customer facing support role, such as help desk, call center, dealership, or retail.
• Calm, patient, and empathetic when helping frustrated or stressed customers.
• Clear communicator who can explain technical topics in plain, friendly language.
• Takes ownership of issues and follows through to resolution.
• Experience in or interest in the powersport, marine, RV, or recreational vehicle industries.
• Familiarity with POS devices, payment terminals, or DMS software is a plus.
• Comfortable learning new tools, including remote access software and cloud based applications.

About the company

Lightspeed is a provider of cloud-based software for dealerships in the Powersport, Marine, RV, Trailer, and Golf Car industries. Their Dealer Management Solution enables dealerships to optimize business operations including Sales, Parts, Service, Rentals, Payments, Accounting, and CRM.