Lightspeed Commerce is a global company working in delivering and maintaining POS systems for a large consumer base. My area of responsibility is as a QA specialist.
This role is fairly new to me (this week I started), so getting an understanding of the role is still underway. However, my day-to-day consists of reviewing multiple agents' interactions across our support network for X-Series (a product we sell) and then delivering feedback based on their interactions.
I grew up in Auckland New Zealand and moved to Sydney when I was 12. I moved back at the age of 25 to pursue a university degree and return to live in New Zealand permanently.
I graduated high school in 2009 in Australia and have since worked in multiple aspects of Customer service. Leading on from there I pursued university from 2017 to 2020 and have now graduated. Once graduating I pursued a role in IT which has led me here.
My current job position is very new. I recently acquired it after having worked in an internal role in Support for a bit over a year. Using the knowledge I gained in support has helped steer me towards a new career aspect in Quality Assurance.
My biggest decision would have been to return to New Zealand which has helped turn the page for me in all aspects of life and following a successful course in the study, have now begun a career centred on what I studied for and am continuing to use this to help drive new knowledge and goals in my day to day life.
Yes, I don’t believe my role is strictly limited to those with an IT background, however having the knowledge base and product knowledge I have certainly helped strengthen my approach to my current role.
A drive to increase and develop the knowledge base of your team, an adaptable approach to workflow, sound product knowledge, and a deeper understanding of how feedback and human behaviour impact our ability to deliver outstanding customer service.
This should be shared in two parts: While in support I thoroughly enjoyed the troubleshooting aspects, sharing my knowledge acquired with others and helping retailers get the solution they require while delivering the most effective service. I hope to expand on this with my new role in Quality assurance and am excited to see what impact that will bring.
Lightspeed offers a diverse ever-evolving atmosphere which keeps me challenged and demands a strong level of attention to detail. I love being in a job that constantly keeps me on my feet and developing further within my role and beyond.
This would be yet to present itself adversely for me in my current position, however as a reflection in Support at times often the workload can be quite demanding and there is certainly a level of stress that comes with delivering fast-paced and accurate support in a live environment.
My interview process was definitely enjoyable both for my initial role and my current one. I was asked questions about myself and the impact I would bring as well as what my current aspirations and goals were.
It's difficult to fully exhibit how you can impact a role at face value, however, I feel the interview process for both my roles in Lightspeed at least gave a general idea of how I would work and operate in Support.
We had multiple take-home assessments for my initial role as a Support specialist and for the Quality assurance position. I feel these were beneficial as each gave an opportunity to see our current level of knowledge and how our general understanding was of interactions we may face in each role.
I’d love to continue developing in the QA space and later look at what opportunities can open up for me in leadership roles.
Diversity certainly seems to be ever-present in Lightspeed culture. We don’t shy away from celebrating individuals, culture, race and gender in our day to day and I feel that our company holds these values quite highly.
The ability to relate to a global base of team members and connect through our day to day tasks is always an important aspect of enjoying a role and even though the work can sometimes be a bit stressful, having the support network we do certainly helps to keep your head held high!