Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Frankfurt
- Working Model
- Full Remote
Job Summary
In this role, you will optimize business processes for strategic clients, provide technical support, conduct training, and handle escalations to ensure a seamless experience and maximum value creation.
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.
- Starke Computerkenntnisse und grundlegende Kenntnisse in 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
- 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.
- Karriereentwicklung: Wir setzen stark auf interne Wechsel und neue Herausforderungen bei 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.
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Topics You Will Work On
Job Locations
About Your Employer
Lightspeed Commerce
Founded in 2005, Lightspeed Commerce is a leading company in the field of point-of-sale and e-commerce software. It provides integrated solutions for retail, hospitality, and restaurant sectors that streamline business operations.
Description
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Technical Support Specialist
- Location
- Frankfurt
- Working Model
- Full Remote
- Diversity
- Open for all genders
