Lighthouse aims to disrupt commercial strategy for the hospitality industry by simplifying data complexity and providing actionable insights, advanced pricing tools, and business intelligence to maximize revenue potential. The Technical Support Specialist will be crucial in ensuring customers can effectively utilize Lighthouse's integrated products and achieve their business goals.
Requirements
- You are tech savvy and proficient with Google Apps.
- A background and understanding of the hotel industry and or revenue management principles is a strong plus
Responsibilities
- Attending 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
- Respond, investigate and resolve cases logged by customers via chat or email in a timely manner
- Prepare supporting material and product user manuals
- Communicate technical concepts across stakeholders of varying technical ability
- Serve as intermediary point of escalation, including proactively communicating with customers for fast resolution
Other
- We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated.
- 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
- Collaborate with Business Development teams on internal questions
- 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
- 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
