Technical Support Specialist, Lighthouse
Integrated Products
$50-54k
Office located in Metropolitan Area, Devver
Hotel revenue management solution
Open for applications
Hotel revenue management solution
501-1000 employees
Open for applications
$50-54k
Office located in Metropolitan Area, Devver
501-1000 employees
Company mission
To help the hospitality industry visualise and leverage data for business success.
Role
Who you are
- You are tech savvy and proficient with Google Apps
- You're fluent in English (Other language proficiencies are welcomed)
- You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
- Strong work ethic, hands-on, detail oriented with a customer service mentality
- Proven success in a customer facing environment i.e. through satisfaction scores
- Team player, ability to work cross-functionally and under pressure
- You have exceptional written communication skills
- A background and understanding of the hotel industry and or revenue management principles is a strong plus
What the job involves
- Our Customer Care team advises and guides our wide array of customers as they map any number of business needs to Lighthouse
- We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated
- Fulfilling this role means you are entrusted with the relationships, and product health specifically for integrated products
- A Technical Support Specialist is a subject matter expert on integration processes, logic, data validation and analysis
- In addition, a Technical Support Specialist is an experience-maker for our customers - passionate about working with a variety of hotels to make Lighthouse the common thread that transforms their business
- Attending to client questions/requests and escalated technical troubleshooting related to integration logic, macros, scripts
- Escalate issues or bugs with Engineering & Product teams
- Obtain thorough knowledge of Lighthouse internal tools and procedures to ensure smooth workflow and collaboration between departments
- Educate and empower our users to help them achieve the most out of the Lighthouse BI products by engaging with them, listening, understanding their needs
- Respond, investigate and resolve cases logged by customers via chat or email in a timely manner
- Prepare supporting material and product user manuals
- Collaborate with Business Development teams on internal questions
- Communicate technical concepts across stakeholders of varying technical ability
- Serve as intermediary point of escalation, including proactively communicating with customers for fast resolution
- Where necessary, identify shortfalls in the process and procedures and proactively suggest process improvements
- Participate in regional monthly improvement and innovation reviews based on local metrics
- Responsible for specific ad hoc projects established by the Regional Customer Care Manager
Our take
Lighthouse, formerly OTA Insight, is a cloud-based data intelligence platform for the hospitality industry. It provides hoteliers with a suite of revenue management solutions that empower them to make smarter revenue and distribution decisions. With live updates, 24/7 support from its customer success team, and a highly intuitive and customisable dashboard, the Lighthouse platform integrates with other industry tools including hotel property management systems, leading revenue management systems and data benchmarking providers.
Lighthouse's team of international experts are based all over the world, including the UK, US, France, Germany, Belgium, Spain, Italy, Brazil, Mexico, Singapore, Australia, India and Greece. The company supports more than 70,000 properties in 185 countries.
The company has focused on accelerating its expansion across all regions, with a particular focus on the Americas, where it has seen an incredible recovery. OTA has also expanded its suite of products with the release of Insight+ and by launching its Business Intelligence products in EMEA.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$370m
SERIES C
Nov 2021
$80m
SERIES B
Total funding: $470m
Company benefits
- Vision & dental Insurance
- Work from home opportunities
- Health insurance
Company HQ
Waterloo, London, UK
Leadership
Gino Engels
(Chief Customer Officer & Co-Founder)Previously worked at AB Inbev UK for 3 years, holding various positions such as National Account Executive and National Account Manager.
Matthias Geeroms
(CFO & Co-Founder)Previously Transfer Pricing Specialist at FOD Financien for 6 years.
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