Technical Support Specialist (Hospitality) German speaking- all genders

Meyandy LLC; Köln; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

Lightspeed is seeking a Technical Specialist, Strategic Accounts in Berlin to deliver premium technical assistance and ensure a seamless experience for high-value merchants. You will collaborate with SAMs and Implementation teams to drive adoption, optimize operations, and advocate for product enhancements across Lightspeed hospitality platforms.

This role demands exceptional German and English communication, hands-on troubleshooting, and a proactive approach to risk management and customer

Qualifikationen

• German and English language proficiency required.
• Excellent verbal and written communication skills.
• Extensive customer service experience in technical support.

Aufgaben

• Deliver premium technical assistance and white-glove service to Strategic Accounts.
• Identify opportunities to optimise business processes and maximize Lightspeed value for high-value clients.
• Coordinate with Implementation teams for smooth warm handoffs and a consistent client experience.
• Collaborate with Strategic Account Managers to manage daily operations and resolve complex issues.
• Lead proactive account health reviews and advocate for feature adoption across Lightspeed platforms.
• Create and maintain troubleshooting guides and knowledge documents to support global teams.

Kenntnisse

German & English

Customer service

Technical support

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 Berlin. 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 escalated.
• 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

If you don’t quite tick all of these boxes but think you could still absolutely smash it

Requirements

• 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… Technical Support Specialist (Hospitality) German speaking- all genders — Lightspeedhq, Cologne.