Technical Support Specialist, Hospitality – German speaking

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

📋 Description

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

• Suggest optimal practices to assist high-value clients in streamlining their operations and enhancing their experience within the Lightspeed ecosystem.

• Collaborate with Implementation teams for effective warm transitions for newly onboarded Strategic accounts.

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

• Facilitate unified customer meetings to evaluate requests, anticipate needs, and mitigate potential risks.

• Conduct proactive account health check-ins, either remotely or on-site, to promote feature adoption and foster client business growth.

• Provide training sessions for both new and existing customer personnel.

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

• Manage high-priority technical escalations comprehensively, ensuring technical resolutions, executive communication, and stakeholder feedback are handled effectively.

• Apply diagnostic methods to identify root causes and implement solutions.

• Document account-specific challenges and resolutions for the global Support teams.

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

• Monitor software defects and initiate corrective actions.

• Acquire technical knowledge across Lightspeed hospitality platforms.

• Contribute to broader team goals that extend beyond the immediate responsibilities of the role.

⛳️ Requirements

• This position is available to candidates based in Berlin.

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

• Proficiency in additional languages is advantageous.

• Significant experience in customer service, particularly in a technical support capacity.

• Previous experience in the Hospitality sector is preferred.

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

• Strong computer proficiency and familiarity with Mac OS.

• Demonstrated troubleshooting capabilities in a senior support role.

• Strong analytical and problem-solving skills.

• Ability to navigate technical escalations for at-risk accounts while identifying opportunities for growth.

• Flexibility in working hours is required.

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

• Familiarity with SaaS-relevant APIs and experience providing support for them is a plus.

• Previous consulting experience is beneficial.

🏝️ Benefits

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

• Health & Wellness credit.

• Opportunities for career development and internal movement.

• One paid day off annually for volunteer work.

• Access to professional or coaching services via health applications.

• Additional benefits may vary based on the country of residence.

• A diverse and inclusive workplace without barriers.

• Accommodations available upon request for candidates with disabilities.