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Technical Support Specialist at Lighthouse | Barcelona

LighthouseBarcelona, Spain
On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications:Proven experience in technical support or customer service roles, preferably within the tech or hospitality sectors. Strong analytical and problem-solving skills, with a knack for troubleshooting complex issues. Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users. Ability to work independently and manage multiple priorities effectively. Familiarity with Business Intelligence tools and pricing software is a plus.

About the job

At Lighthouse, we are dedicated to transforming commercial strategies within the hospitality sector. Our state-of-the-art platform simplifies data complexities, providing businesses with actionable insights, sophisticated pricing tools, and innovative business intelligence to maximize their revenue potential.

With a robust backing of $370 million in Series C funding and a relentless drive for expansion, we've successfully integrated five companies into our ecosystem and achieved over $100 million in ARR by 2024. Our diverse team of 850+ professionals is spread across 35 countries, representing 34 distinct nationalities.

At Lighthouse, we pride ourselves on being more than just a workplace; we are a vibrant community. Together, we foster collaboration, creativity, and commitment as we strive to revolutionize the hospitality industry. Are you ready to embark on this exciting journey with us?

Your Role:

As a Technical Support Specialist, you will be the subject matter expert on our products, acting as a critical escalation point for intricate client inquiries. Managing your own case portfolio, you will provide outstanding technical support and transform complex technical issues into clear, empowering experiences for our clients. Your pivotal role ensures we maintain exceptional customer satisfaction and serve as a crucial liaison between our clients and internal teams.

Your Impact:

  • Act as a subject matter expert and escalation point for complex product logic, integrations, and configuration queries.
  • Investigate, troubleshoot, and resolve a large volume of technical support cases, applying root cause analysis for long-term solutions.
  • Collaborate cross-functionally, escalating critical issues to Engineering and Product teams with comprehensive documentation to enhance product quality.
  • Educate clients on maximizing their usage of Lighthouse products tailored to their specific needs and technical backgrounds.
  • Provide technical support for integrated products such as BI, Benchmark Insights, OTB, and Pricing Manager.
  • Manage customer cases through chat and email, ensuring timely and professional resolutions.
  • Develop and maintain user manuals and supporting materials to improve customer self-service capabilities.
  • Proactively identify risks to client satisfaction and recommend process improvements to optimize support workflows.
  • Manage relationships with third-party partners to troubleshoot and support integrated solutions, ensuring a seamless experience for customers.
  • Contribute to the enhancement of internal processes and customer experience.

About Lighthouse

Lighthouse is on a mission to innovate the hospitality industry through our powerful commercial platform. We simplify data complexities, enabling businesses to unlock their revenue potential with actionable insights and advanced tools, supported by a diverse and talented team from around the globe.

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