Remote Technical Support Specialist

Summary

Join Lighthouse's Customer Care team as a Technical Support Specialist and be part of revolutionizing the hospitality sector. As a subject matter expert on integration processes, logic, data validation, and analysis, you will advise and guide customers in mapping business needs to Lighthouse. You will attend to client questions/requests, escalate technical troubleshooting, obtain knowledge of internal tools and procedures, educate users, respond to cases, prepare supporting material, collaborate with Business Development teams, communicate technical concepts, serve as an intermediary point of escalation, identify process improvements, participate in regional monthly improvement reviews, and be responsible for specific ad hoc projects.

Requirements

• You are tech savvy and proficient with Google Apps
• You're fluent in English and Portuguese (Spanish proficiency welcomed)
• You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
• Strong work ethic, hands-on, detail oriented with a customer service mentality
• Proven success in a customer facing environment i.e. through satisfaction scores
• Team player, ability to work cross-functionally and under pressure
• You have exceptional written communication skills
• Fluent in English, both written and spoken, any other language used within our company network is a plus

Responsibilities

• Attend to client questions/requests and escalated technical troubleshooting related to integration logic, macros, scripts
• Escalate issues or bugs with Engineering & Product teams
• Obtain thorough knowledge of Lighthouse internal tools and procedures to ensure smooth workflow and collaboration between departments
• Educate and empower our users to help them achieve the most out of the Lighthouse BI products by engaging with them, listening, understanding their needs
• Respond, investigate and resolve cases logged by customers via chat or email in a timely manner
• Prepare supporting material and product user manuals
• Collaborate with Business Development teams on internal questions
• Communicate technical concepts across stakeholders of varying technical ability
• Serve as intermediary point of escalation, including proactively communicating with customers for fast resolution
• Where necessary, identify shortfalls in the process and procedures and proactively suggest process improvements
• Participate in regional monthly improvement and innovation reviews based on local metrics
• Responsible for specific ad hoc projects established by the Regional Customer Care Manager

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
• A motivation to deliver your best work as we have built a high-bar and very talented team of individuals that are friendly, creative, open-minded, and passionate about what they do
• 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
• The chance to grow and evolve the data culture at a fast-growing scale-up
• 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!