Technical Support Specialist (Hospitality), German speaking

Lightspeed; Berlin; Hybrid; EUR 65.000 - 95.000; Vollzeit

Zusammenfassung

Lightspeed in Berlin is seeking a Technical Specialist, Strategic Accounts to support our Hospitality clients. You will provide premium technical assistance, manage escalations, and partner with SAMs to ensure seamless operations across email, phone, video, and on-site engagements.

You will identify opportunities to optimize processes, advocate for product improvements, and help customers maximise the Lightspeed ecosystem while maintaining a high standard of service in a multilingual environment.

Qualifikationen

• This role is located in Berlin, Germany.
• Excellent verbal and written communication in German and English.
• Extensive customer service experience in a technical support role.
• Hospitality industry experience is a plus.
• Ability to self-manage emails, calls, video meetings, and on-site visits by priority.
• Strong computer skills and working knowledge of Mac OS.
• Proven troubleshooting skills in a senior support role.
• Strong problem-solving to maximise POS usage.
• Ability to manage escalations of at-risk accounts and identify growth opportunities.
• Flexible schedule to support a global service operation.

Aufgaben

• 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: identify opportunities to recommend best practices to streamline operations for high-value clients.
• Facilitate Seamless Transitions: partner with Implementation teams for warm handoffs and smooth onboarding for new Strategic accounts.
• Strengthen Account Partnerships: collaborate with Strategic Account Managers to manage daily operations and resolve complex issues.
• Anticipate Client Needs: lead unified customer meetings with SAMs to forecast requests and mitigate risks.
• Drive Features Adoption: conduct proactive account health syncs to promote feature adoption and business growth.
• Provide Training Sessions: train customers to maximise use of Lightspeed software.
• Influence Product Strategy: synthesize client insights to advocate for product improvements with Product/Dev teams.
• Escalation Management: handle high-stakes escalations end-to-end with executive communication.
• Advanced Troubleshooting: apply diagnostics to rapidly isolate root causes and deliver solutions.
• Knowledge Management: document account specifics to empower global Support teams.
• Champion Technical Excellence: create guides, tests, and track defects for corrective action.
• Cross-Platform Mastery: develop expertise across Lightspeed hospitality platforms.

Kenntnisse

German language

English language

Customer service

Technical support

Troubleshooting

Escalation management

Mac OS

Tools

Mac OS

Jobbeschreibung

Are you actively looking for a new opportunity? Or just checking the market? Well... you might just be in the right place.
Lightspeed is looking for a Technical Specialist, Strategic Accounts in Germany. You will be mostly focused on K-Series, report into the Strategic Support Services Team Lead and will be an important part of our global hospitality support organization.

Our Strategic Support Services team oversees the Lightspeed Strategic Accounts support experience. This group partners with Senior Support + Strategic Accounts Management to quarterback the service experience for our most valuable and complex merchants.

What the Role involves

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 elevate.

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.

And a little bit of....

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.

Your experience

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!).

Extensive customer service experience in a technical support role.

Prior experience in the Hospitality industry.

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!

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.

What’s in it for you

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!

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?

Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here .

Who we are:

Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.