Technical Support Specialist, Hospitality, German Speaking

🔥 3 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 premium technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements. • Identify and recommend best practices to help high-value clients streamline operations and maximize the Lightspeed ecosystem. • Partner with Implementation teams on warm handoffs for new Strategic accounts. • Collaborate with Strategic Account Managers to manage daily operations, resolve complex issues, and improve the customer journey. • Lead unified customer meetings to review requests, forecast requirements, and mitigate risks. • Conduct remote or on-site account health syncs to drive feature adoption and measurable client growth. • Provide training to new and existing customer staff. • Advocate for product enhancements 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 resolve escalated issues. • Document account complexities and resolutions for global Support teams. • Write and maintain troubleshooting guides, testing procedures, and internal documentation; track software defects. • Develop technical expertise across Lightspeed hospitality platforms. • Contribute to wider team objectives beyond the strict scope of the role.

🎯 Requirements

• This role is open to 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 your schedule to work. • Knowledge of networking or network support experience is advantageous, but not necessary. • Understanding of API relevant to SaaS and experience supporting this is advantageous, but not necessary. • Prior consultant experience is advantageous, but not necessary.

🏖️ 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 • Inclusive and barrier-free workplace accommodations