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About the Role
Lightspeed is looking for a Technical Specialist, Strategic Accounts in Berlin, primarily focused on K-Series. This role is an important part of the global hospitality support organization, overseeing the Lightspeed Strategic Accounts support experience and partnering with senior support and account management to quarterback the service experience for valuable and complex merchants.
Responsibilities
- Deliver premium technical assistance and white-glove customer service via email, phone, video, and on-site engagements.
- Optimize business processes by recommending best practices to streamline operations and maximize value.
- Facilitate seamless transitions by partnering with Implementation teams for successful 'warm handoffs'.
- Strengthen account partnerships by collaborating with Strategic Account Managers on daily operations and issue resolution.
- Anticipate client needs by leading customer meetings to review requests, forecast requirements, and mitigate risks.
- Drive feature adoption through proactive account health syncs.
- Provide training sessions to ensure customers fully utilize software potential.
- Influence product strategy by synthesizing client insights and advocating for enhancements to Product and Development teams.
- Manage high-stakes technical escalations end-to-end, overseeing resolution, executive communication, and stakeholder feedback.
- Perform advanced troubleshooting using diagnostic techniques to isolate root causes and deliver solutions.
- Maintain documentation of account-specific complexities and resolutions for global Support teams.
- Champion technical excellence by writing and maintaining guides, testing procedures, and internal documentation, and tracking software defects.
- Develop cross-platform technical expertise across all Strategic Lightspeed hospitality platforms.
- Contribute to organizational objectives as part of the wider team.
Requirements
- 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 communications 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.
- 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.
- Understanding of API (relevant to SaaS) and experience supporting this.
- Prior experience in a consultant role.
Skills
- Technical Support
- Customer Service
- Hospitality Industry
- Mac OS
- Troubleshooting
- Problem-Solving
- Escalation Management
- Networking
- API Support
Location
- Berlin
Work Type
- On-site
- Remote
Experience Level
- Senior
Benefits
- Equity options (RSUs)
- Health & wellness credit
- Career development opportunities
- Time off to volunteer
- Access to health apps and professional/coaching services
About the Company
- Lightspeed is a global company founded in 2005 in Montreal, Canada.
- Lightspeed's one-stop commerce platform helps businesses innovate to simplify, scale, and provide exceptional customer experiences.
- Their cloud commerce solution transforms and unifies online and physical operations, multichannel sales, global payments, financial solutions, and supplier networks.
- The company serves retail, hospitality, and golf businesses in over 100 countries.
- Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD).
- Lightspeed is building communities through commerce and strives to provide a workplace where everyone belongs, with a history of inclusion from its founding.
Equal Opportunity
- Lightspeed is a proud equal opportunity employer 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.