Training & Technical Specialist (Hospitality)

TL;DR

Training & Technical Specialist (Hospitality/SaaS): Consulting and implementing technical solutions for hospitality customers in North America with an accent on technical support, networking, and product training. Focus on resolving complex technical issues, maintaining training documentation, and improving customer experience through cross-functional collaboration.

Location: NOAM (North America)

Company

hirify.global is a cloud commerce platform that helps retail, hospitality, and golf businesses innovate and scale their operations through unified online and physical commerce solutions.

What you will do

• Provide high-level technical support, networking, and troubleshooting for hospitality customers via phone, Zoom, and email.
• Consult on and implement technical solutions to ensure customers maximize their investment in the Lightspeed suite.
• Liaise with Product and Development teams to resolve business challenges and improve the overall customer experience.
• Maintain and update training materials, including technical documentation and video tutorials, to reflect product enhancements.
• Document software defects, testing procedures, and customer issue resolutions for internal technical staff.
• Manage technical escalations for at-risk accounts and provide post-launch technical support.

Requirements

• Bilingual proficiency in English and French (written and verbal) is required.
• Extensive experience in a technical support role with a strong focus on customer service.
• Proficiency in Mac OS and strong general computer skills.
• Proven ability to troubleshoot complex technical issues and resolve them efficiently.
• Ability to manage multiple communication channels (email, chat, phone) in a fast-paced environment.

Nice to have

• Experience within the hospitality industry.
• Technical background in POS systems, networking, or software.
• Understanding of the SaaS customer journey and sales cycle.

Culture & Benefits

• Flexible working policy and a truly flexible environment.
• Unlimited paid time off policy.
• Comprehensive health insurance and a $500 annual health and wellness benefit.
• Employee ownership through the Lightspeed share scheme.
• Paid parental leave and access to mental health counseling and coaching services.
• Professional growth opportunities with a LinkedIn Learning license.