[Hiring] Technical Support Specialist @Lighthouse

Role Description

Reporting to our Customer Care Manager, you will join as a Technical Support Specialist for our Business Intelligence (BI) products. You will be a subject matter expert on our integration processes, data validation, and analysis, serving as a key resource for our customers. Your role will focus on advising and guiding a wide array of clients, handling escalated technical issues, and ensuring they successfully leverage Lighthouse to transform their business.

Where you will have impact

• Manage and resolve customer cases logged via chat and email in a timely and professional manner.
• Investigate and troubleshoot escalated technical issues related to integration logic, data, and system performance.
• Collaborate closely with Engineering, Product, and Business Development teams to resolve complex bugs and customer issues.
• Educate and empower our customers, helping them understand and achieve maximum value from our BI products.
• Utilize and support AI-driven features within our platform, helping customers leverage advanced analytics for smarter business decisions.
• Clearly communicate complex technical concepts to customers and internal stakeholders of varying technical abilities.
• Proactively identify and suggest improvements to support processes, procedures, and internal tools.
• Prepare and maintain supporting materials and product user manuals to enhance customer self-service.

Qualifications

• Proven success in a customer-facing role with a strong customer service mentality.
• You are tech-savvy with the ability to tackle complex technical issues.
• An interest in and aptitude for understanding AI-driven tools and features.
• Exceptional written and verbal communication skills in English.
• A strong work ethic, a detail-oriented mindset, and the ability to perform well under pressure.
• You are a natural team player with experience working effectively in a cross-functional environment.
• A proactive and hands-on approach to problem-solving.
• Proficiency with Google Suite and other modern business applications.

Requirements

• A background and understanding of the hotel industry and/or revenue management principles.
• Proven high customer satisfaction scores in a previous role.
• Fluency in another language used within our company network.

Benefits

• Flexible time off: Autonomy to manage your work-life balance.
• 401k matching: Up to 4%.
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA.
• Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.
• Employee Assistance Program: 100% confidential and free.
• Employer paid Short Term Disability + $50,000 Life Insurance.
• Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized ClassPass subscription.
• Referral bonus: Earn rewards for bringing in new talent.