Job
- Level
- Experienced
- Location
- Hamburg
- Working Model
- Onsite
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you deliver premium technical support to strategic accounts, optimize business processes, and drive software usage through training and proactive consultations.
Job Technologies
Your role in the team
- Deliver Premium Support: Provide exceptional technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements.
- Optimize Business Processes: Proactively identify opportunities to recommend best practices, helping high-value clients streamline operations and maximize the value of the Lightspeed ecosystem.
- Facilitate Seamless Transitions: Partner with Implementation teams to execute successful 'warm handoffs,' ensuring a consistent and smooth experience for new Strategic accounts.
- Strengthen Account Partnerships: Collaborate closely with Strategic Account Managers (SAMs) to manage daily operations, resolve complex issues, and elevate the overall customer journey.
- Anticipate Client Needs: Lead unified customer meetings alongside SAMs to review ongoing requests, forecast future requirements, and mitigate risks before they escalate.
- Drive Features Adoption: Conduct proactive account health syncs (remote or on-site) to advocate for feature adoption that translates into measurable business growth for the client.
- Provide Training Sessions: Ensure our Strategic customers continue to fully utilise the potential of our software by providing training to new and existing staff members.
- Influence Product Strategy: Synthesize deep insights into client business challenges to advocate for product enhancements, liaising directly with Product and Development teams to refine the user experience.
- Escalation Management: Manage high-stakes technical escalations end-to-end—overseeing technical resolution, executive communication, and stakeholder feedback loops to ensure total customer satisfaction.
- Advanced Troubleshooting: Employ a comprehensive suite of diagnostic techniques to rapidly isolate the root cause of escalated issues and deliver high-impact solutions.
- Knowledge Management: Maintain meticulous documentation of account-specific complexities and resolutions to empower global Support teams and ensure consistent service delivery.
- Champion Technical Excellence: Write and maintain troubleshooting guides, testing procedures, and internal documentation while precisely tracking software defects for corrective action.
- Cross-Platform Mastery: Continually develop technical expertise across all Strategic Lightspeed hospitality platforms to provide versatile, high-level support.
- 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.
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Our expectations of you
Qualifications
- This role is open to candidates located in Berlin.
- Excellent verbal and written communication skills in German and English (we do service multiple languages, so any others you know are a bonus!).
- Ability to self-manage incoming emails, telephone calls, video calls, meetings, and on-site visits 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 our customers use their POS to its full capacity.
- Ability to manage technical escalations of at-risk accounts and identify growth opportunities.
- Flexibility in your schedule to work. Support never stops!
Experience
- Extensive customer service experience in a technical support role.
- Prior experience in the Hospitality industry.
- Even better if you have, but not necessary: Knowledge of networking or network support experience.
- Understanding of API (relevant to SaaS) and experience supporting this.
- Prior experience in a consultant role.
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What we offer
- We're a global company, and our benefits vary depending on the country you live in. But here's a brief overview of our global benefits:
- Equity options: We grant equity in the form of Restricted Share Units (RSUs) to our employees. Because this is your company, too.
- Health & wellness credit: Our Health & Wellness credit can be used in numerous ways so that you feel at your best.
- Career development: We're big on internal moves and new challenges across Lightspeed.
- Time off to volunteer: Our volunteer program is a global initiative encouraging Lightspeeders to use one day off a year to give back to their communities.
- Health apps: Access to professional or coaching services is available to all employees.
- And many more, depending on the country you're based in!
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Job Locations
About Your Employer
Lightspeed HQ
Lightspeed is a point-of-sale and ecommerce software provider headquartered in Montreal, Quebec. It was founded in 2005 by Dax DaSilva, who also serves as the company's CEO. It has offices in Montreal, New York, Olympia, Ottawa, Santa Cruz and Belgium.
Description
- Founding Year
- 2005
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Internet, IT, Telecommunication
Technical Support Specialist
- Location
- Hamburg
- Working Model
- Onsite
- Diversity
- Open for all genders
