Technical Support Specialist, Lightspeed

• Extensive customer service experience in a technical support role
• Excellent verbal and written communication skills in German and English (We do support multiple languages, so any additional ones you speak are a bonus!)
• Ability to handle self manage incoming emails, chat conversations and telephone calls based on priority and customer commitments
• Strong computer skills and working knowledge of Mac OS
• Proven troubleshooting skills in a senior support position
• Strong problem-solving skills that will ensure these customers use their POS to its full capacity
• Ability to manage technical escalations of at-risk accounts, and identify opportunities for growth
• Flexibility in your schedule to work. Support never stops!

Desirable

• The Strategic Support Services team oversees the Lightspeed Key Account support experience
• Composed of product specialists, technical consultants and expert escalation team members, this group partners with senior support + strategic account management to quarterback the service experience for our most valuable and complex merchants
• This role reports into the Strategic Support Services manager and is placed within the global hospitality support organisation
• Supporting Lightspeed's key accounts with excellent technical support and customer service via the most appropriate channels available
• Work closely with Strategic Account Managers to best handle day to day situations to better customer experiences
• Manage strategic escalations end to end, managing technical resolution, client communication, and stakeholder feedback loop, targeting customer satisfaction at all points in the process
• Developing a deep understanding of the typical business challenges Lightspeed’s key account customers may face and take the initiative to liaise with our company’s Product and Development teams to help improve the customer experience
• Using a full range of troubleshooting techniques to quickly and efficiently identify the source of escalated customer issues and provide a prompt and appropriate solution
• Documentation of Key Account details including unique elements, complexities, considerations in conjunction with tracking of issues and resolutions for record keeping and the benefit of our Strategic Account Management team
• Participate in the creation and maintenance of troubleshooting, testing procedures and documentation for the broader technical support team as well as documenting software defects for review and corrective action
• Contribute to specialised support service offerings, including managed networking, API support and similar emerging services
• Develop skills to be able to engage with all key lightspeed hospitality platforms
• Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role!