Customer Support - Tier I (POS)

Location: South Jordan, UT. Full-time in the office for the first six months, followed by a hybrid schedule with two to three office days per week. Applicants must be authorized to work in the U.S.

Company

Lightspeed provides cloud-based dealer management software for powersport, marine, RV, trailer, and golf car dealerships, supporting sales, parts, service, rentals, payments, accounting, and CRM.

What you will do

• Provide first-line support to dealers through phone, email, live chat, and ticketing systems.
• Diagnose and troubleshoot POS hardware, payment terminals, receipt printers, cash drawers, software errors, configuration issues, and connectivity problems.
• Guide technical and non-technical users through device setup, reconfiguration, and testing.
• Document cases accurately, escalate complex issues to Tier 2, and follow up through resolution.
• Partner with Tier 2 and product teams to identify recurring POS and payment issues.

Requirements

• 1–3 years of experience in technical support, preferably in SaaS, payments, receivables/payables, or IT.
• Experience troubleshooting POS hardware and software, payment terminals, or similar technology platforms.
• Working knowledge of Windows environments, including configuration and basic troubleshooting.
• Familiarity with CRM or ticketing platforms for managing support cases.
• Strong attention to detail in case documentation and escalation.
• Ability to support dealers across phone, email, and live chat.
• Strong problem-solving skills and composure under pressure.
• Empathy, a dealer-first mindset, and commitment to minimizing dealer effort.
• Strong written and verbal communication skills, including explaining technical concepts to non-technical users.

Nice to have

• Customer-facing support experience in a help desk, call center, dealership, or retail setting.
• Experience or interest in the powersport, marine, RV, or recreational vehicle industries.
• Familiarity with POS devices, payment terminals, or DMS software.
• Comfort learning remote access software and cloud-based applications.
• Calm, patient communication, ownership of issues, and follow-through to resolution.

Culture & Benefits

• Inclusive workplace focused on empathy, collaboration, and diverse perspectives.
• Office-based onboarding for six months with teamwork, direct resource access, and face-to-face collaboration.
• Flexible hybrid schedule after onboarding, with two to three days per week in the office.
• Opportunity to grow into advanced technical support, product, or quality assurance roles.