Technical Support Specialist, Hospitality – German speaking

🔥 2 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lightspeed Commerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

☁️ SaaS

🛒 Retail

SaaS • Retail

Lightspeed Commerce is a cloud-based point-of-sale (POS) and payments SaaS platform that powers in-person and online commerce for retailers, restaurants, golf facilities and wholesalers. It provides omnichannel POS, inventory management, eCommerce, payments and reconciliation, workforce and payroll, analytics/insights (including Lightspeed AI), hardware integrations, capital/funding, and wholesale tools (NuORDER). Lightspeed emphasizes scalable, customizable systems for multi-location businesses and reports supporting ~150,000 customer locations worldwide.

📋 Description

• 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