Technical Support Specialist, Hospitality, German Speaking

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

📋 Description

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

• Identify and suggest best practices to assist high-value clients in optimizing their operations within the Lightspeed ecosystem.

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

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

• Facilitate unified customer meetings to assess requests, predict needs, and manage risks.

• Perform remote or on-site account health reviews to promote feature utilization and measurable client growth.

• Offer training to both new and existing customer personnel.

• Act as an advocate for product improvements with the Product and Development teams.

• Manage high-stakes technical escalations from start to finish, which includes technical resolutions, executive communications, and stakeholder feedback.

• Employ diagnostic methods to pinpoint root causes and resolve escalated matters.

• Document account complexities and solutions for global Support teams.

• Create and maintain troubleshooting guides, testing protocols, and internal documentation; monitor software defects.

• Cultivate technical knowledge across Lightspeed hospitality platforms.

• Contribute to broader team goals beyond the specific responsibilities of the role.

⛳️ Requirements

• This position is available to candidates based in Berlin.

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

• Significant experience in customer service within a technical support environment.

• Previous experience in the Hospitality sector.

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

• Strong computer skills and familiarity with Mac OS.

• Proven troubleshooting expertise in a senior support capacity.

• Strong analytical skills to ensure customers maximize their POS capabilities.

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

• Flexibility in schedule to accommodate work demands.

• Knowledge of networking or experience in network support is a plus, but not required.

• Familiarity with APIs relevant to SaaS and experience in supporting this area is beneficial, but not essential.

• Previous consulting experience is a plus, but not obligatory.

🏝️ Benefits

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

• Health & Wellness credit

• Career development and internal mobility opportunities

• One paid day off per year for volunteering

• Access to professional or coaching services through health applications

• Additional benefits based on the country of residence

• Inclusive and barrier-free workplace accommodations