Remote Product Support Specialist

Summary

Join Lighthouse (formerly OTA Insight) as a Product Support Specialist and be part of a fun, collaborative, and committed team that works hard to achieve amazing results. As a champion in customer satisfaction, you will ensure that our clients can leverage our integrated products in the most impactful manner possible with the best data.

Requirements

• You are tech savvy and proficient with Microsoft Office (Excel, Word, Powerpoint) and Google Apps
• You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
• You have a tremendous work ethic, laser focus, passion, and dedication to supporting Lighthouse company values
• Excellent analytical, problem solving, reporting, data manipulation, dashboard creation, and Business Intelligence skills
• You have good written and oral communication skills
• An understanding of revenue management and hospitality industry is a strong plus
• Fluency in English and French is a must, German is a huge plus
• 1-3 years experience preferred

Responsibilities

• Educate and empower our users to help them achieve the most out of the Lighthouse products by engaging with them, listening and understanding their needs
• Respond, investigate and resolve cases logged by customers via phone, 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
• Where necessary identify shortfalls in the process and procedures and suggest process improvements

Benefits

• A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
• Flexible time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
• Workshops and frameworks that help employees realise their full career potential
• A mandate to operationalize and democratise research through tools, training, and processes
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• A mobility approach that fits your personal situation
• Extensive health insurance packages for you and your dependents prioritising our employees' holistic well-being and healthcare needs
• Private pension funding through group insurance
• A compensation that values your work and which we will proactively keep competitive
• A referral bonus scheme when you bring new talent to our #bestteamever!