Remote Product Support Specialist

Summary

Join Lighthouse's mission to reimagine commercial strategy for the hospitality industry as a full-time Japanese speaking Product Support Specialist in the APAC region.

Requirements

• Fluent in English and Japanese
• Tech savvy and proficient with Microsoft Office (Excel, Word, Powerpoint) and Google Apps
• Excellent analytical, reporting, data manipulation, dashboard creation, and Business Intelligence skills
• Exceptional written communication skills

Responsibilities

• Implement new subscriptions
• Support existing integrated product clients to ensure highest customer satisfaction
• Educate and empower users to help them achieve most out of Lighthouse products by engaging with them, listening, understanding their needs and providing 1-1 training where necessary
• Respond, investigate and resolve cases logged by customers via chat or email in a timely manner
• Help customers adopt and optimise their use of Lighthouse efficiently
• Prepare supporting material and product user manuals
• Collaborate with Business Development teams on internal questions and set-ups
• Collaborate with Product team to ensure client feature requests are represented on the roadmap and expectations with users are managed accordingly
• Escalate issues or bugs with Engineering team
• Communicate technical concepts across stakeholders of varying technical ability
• Identify shortfalls in the process and procedures and suggest process improvements

Benefits

• Flexible working environment where you can work from home or at one of our seven offices around the world
• Unlimited time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
• A compensation that values your work and which we will proactively keep competitive
• Workshops and frameworks that help employees realise their full career potential
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• A referral bonus scheme when you bring new talent to our #bestteamever!