Technical Support Specialist, Hospitality – German speaking
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Job Description
Technical Support Specialist supporting strategic hospitality accounts using Lightspeed’s commerce platform. Troubleshooting escalations, training users, and driving software adoption and product improvements.
Responsibilities:
- Provide exceptional technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements
- Identify opportunities to recommend best practices that streamline operations and maximize the value of the Lightspeed ecosystem
- Partner with Implementation teams to execute successful warm handoffs for new Strategic accounts
- Collaborate with Strategic Account Managers to manage daily operations, resolve complex issues, and elevate the customer journey
- Lead unified customer meetings to review requests, forecast requirements, and mitigate risks
- Conduct proactive account health syncs, remotely or on-site, to advocate for feature adoption and client business growth
- Provide training to new and existing customer staff
- Advocate for product enhancements by liaising with Product and Development teams
- Manage high-stakes technical escalations end-to-end, including technical resolution, executive communication, and stakeholder feedback
- Use diagnostic techniques to isolate root causes and deliver solutions
- Document account-specific complexities and resolutions for global Support teams
- Write and maintain troubleshooting guides, testing procedures, and internal documentation
- Track software defects for corrective action
- Develop technical expertise across Lightspeed hospitality platforms
- Contribute to wider team objectives beyond the strict scope of the role
Requirements:
- Candidates located in Berlin
- Excellent verbal and written communication skills in German and English
- 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 to ensure customers use their POS to its full capacity
- Ability to manage technical escalations of at-risk accounts and identify growth opportunities
- Flexibility in schedule to work
- Knowledge of networking or network support experience is advantageous
- Understanding of SaaS APIs and experience supporting them is advantageous
- Prior consultant experience is advantageous
Benefits:
- Equity options in the form of Restricted Share Units (RSUs)
- Health & Wellness credit
- Career development and internal mobility opportunities
- One paid day off per year to volunteer
- Access to professional or coaching services through health apps
- Additional benefits depending on the country of residence
- Equal opportunity workplace with accommodations available for candidates with disabilities
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