Technical Support Specialist (Hospitality) German speaking- all genders

Lightspeed Commerce; Deutschland; Vor Ort; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

Lightspeed Commerce in Germany seeks a Technical Specialist, Strategic Accounts to provide premium technical support for strategic clients, delivering white-glove service via email, phone, video, and on-site engagements.

You will work with SAMs to manage daily operations, address complex issues, and advocate for feature adoption that drives measurable business growth; training customers on Lightspeed software is included.

Qualifikationen

• Excellent verbal and written communication in German and English.
• Extensive customer service experience in a technical support role.
• Prior experience in the Hospitality industry.
• Ability to self-manage emails, calls, video, meetings and on-site visits.

Aufgaben

• Deliver Premium Support: provide technical assistance and white-glove service to Strategic Accounts via email, phone, video, and on-site engagements.
• Identify opportunities to improve processes and help high-value clients streamline operations.
• Facilitate seamless transitions with Implementation teams for warm handoffs.
• Collaborate with Strategic Account Managers to manage daily operations and resolve complex issues.
• Lead client meetings to review requests, forecast needs and mitigate risks.
• Advocate for feature adoption to drive measurable growth for the client.
• Provide training sessions to ensure customers fully utilise Lightspeed software.
• Document account-specific issues and resolutions for global support teams.
• Write troubleshooting guides and testing procedures; track defects for action.
• Maintain cross-platform expertise across Lightspeed hospitality platforms.

Kenntnisse

German language

English language

Technical support

Hospitality industry

Tools

Mac OS

Jobbeschreibung

Hi there! Thanks for stopping by 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....

Your experience

There's many different ways to gain "experience". People learn in different ways, skill sets can be transferred, especially when combined with a willingness to learn.

• 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: