Technical Support Specialist – Hospitality, German Speaking

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

📋 Description

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

• Suggest best practices to assist high-value clients in optimizing their operations and maximizing the benefits 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, resolve intricate issues, and enhance the customer experience.

• Facilitate unified customer meetings to assess requests, forecast needs, and mitigate potential risks.

• Perform proactive account health checks remotely or on-site to promote feature utilization and foster client growth.

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

• Champion product improvements with Product and Development teams.

• Handle high-stakes technical escalations from start to finish, including technical resolutions, executive communication, and stakeholder feedback.

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

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

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

• Monitor software defects for corrective measures.

• Build technical proficiency across Lightspeed hospitality platforms.

• Contribute to broader team goals beyond the immediate scope of the position.

⛳️ Requirements

• This position is available for candidates based in Berlin.

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

• Comprehensive customer service experience in a technical support capacity.

• Previous experience within the Hospitality sector.

• Ability to prioritize and manage incoming emails, calls, video conferences, meetings, and on-site visits based on urgency and customer commitments.

• Proficient computer skills and familiarity with Mac OS.

• Demonstrated troubleshooting abilities in a senior support role.

• Strong problem-solving capabilities to ensure customers utilize their POS systems effectively.

• Skill in managing technical escalations for at-risk accounts and identifying potential growth opportunities.

• Flexibility in scheduling work hours.

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

• Understanding of APIs relevant to SaaS and experience in supporting them is advantageous.

• Previous experience in a consulting role is a plus.

🏝️ Benefits

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

• Health & Wellness credit.

• Opportunities for career development and internal movement to face new challenges.

• One paid day off annually to volunteer.

• Access to professional or coaching services via health applications.

• Additional benefits based on country of residence.

• Commitment to an equal opportunity, inclusive, and barrier-free workplace.

• Accommodations available upon request during the selection process.