Technical Support Specialist, Hospitality – German speaking

This is a fully remote position, open to applicants in Germany.

📋 Description

• Deliver outstanding technical support and personalized customer service to Strategic Accounts through email, phone, video, and in-person interactions.

• Spot opportunities to suggest best practices that enhance operational efficiency and optimize the value of the Lightspeed ecosystem.

• Collaborate with Implementation teams to ensure smooth transitions for new Strategic accounts.

• Work alongside Strategic Account Managers to oversee daily operations, address complex issues, and enhance the customer experience.

• Facilitate unified customer meetings to discuss requests, forecast needs, and address potential risks.

• Conduct proactive account health check-ins, either remotely or on-site, to promote feature utilization and drive client business expansion.

• Provide training to both new and existing customer personnel.

• Champion product improvements by coordinating with Product and Development teams.

• Oversee critical technical escalations from start to finish, including technical resolution, executive communication, and stakeholder feedback.

• Employ diagnostic methods to determine root causes and implement solutions.

• Record account-specific challenges and their resolutions for global Support teams.

• Create and update troubleshooting guides, testing protocols, and internal documentation.

• Monitor software defects for necessary corrective actions.

• Cultivate technical expertise across Lightspeed hospitality platforms.

• Contribute to broader team goals beyond the defined scope of the role.

⛳️ Requirements

• Applicants must be based in Berlin.

• Excellent verbal and written communication abilities in both German and English.

• Significant customer service experience in a technical support capacity.

• Previous experience in the Hospitality sector.

• Capability to independently manage incoming emails, phone calls, video calls, meetings, and on-site visits based on priority and customer commitments.

• Strong computer proficiency and familiarity with Mac OS.

• Demonstrated troubleshooting skills in a senior support role.

• Robust problem-solving abilities to ensure customers utilize their POS systems effectively.

• Capacity to handle technical escalations for at-risk accounts and pinpoint growth opportunities.

• Flexibility in work schedule is required.

• Knowledge of networking or experience in network support is a plus.

• Familiarity with SaaS APIs and experience in supporting them is advantageous.

• Previous consultancy experience is a plus.

🏝️ Benefits

• Equity options in the form of Restricted Share Units (RSUs).

• Health & Wellness credit.

• Opportunities for career development and internal mobility.

• One paid day off each year for volunteering.

• Access to professional or coaching services through health applications.

• Additional benefits based on the country of residence.

• An equal opportunity workplace with accommodations available for candidates with disabilities.