Technical Support Specialist (Hospitality) German speaking- all genders

Key details

• Provide exceptional technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements
• Proactively identify opportunities to recommend best practices, helping high-value clients streamline operations and maximize the value of the Lightspeed ecosystem
• Partner with Implementation teams to execute successful "warm handoffs," ensuring a consistent and smooth experience for new Strategic accounts
• Collaborate closely with Strategic Account Managers (SAMs) to manage daily operations, resolve complex issues, and elevate the overall customer journey
• Lead unified customer meetings alongside SAMs to review ongoing requests, forecast future requirements, and mitigate risks before they escalate
• Conduct proactive account health syncs (remote or on-site) to advocate for feature adoption that translates into measurable business growth for the client
• Ensure our Strategic customers continue to fully utilise the potential of our software by providing training to new and existing staff members
• Synthesize deep insights into client business challenges to advocate for product enhancements, liaising directly with Product and Development teams to refine the user experience
• Manage high-stakes technical escalations end-to-end—overseeing technical resolution, executive communication, and stakeholder feedback loops to ensure total customer satisfaction
• Employ a comprehensive suite of diagnostic techniques to rapidly isolate the root cause of escalated issues and deliver high-impact solutions
• Maintain meticulous documentation of account-specific complexities and resolutions to empower global Support teams and ensure consistent service delivery
• Write and maintain troubleshooting guides, testing procedures, and internal documentation while precisely tracking software defects for corrective action
• Continually develop technical expertise across all Strategic Lightspeed hospitality platforms to provide versatile, high-level support
• Contribute as part of the wider team to achieve organisational objectives even if this means doing things that aren't strictly within the scope of your role
• Company mission
• Information not specified