Support Specialist (German)

TL;DR

Support Specialist (German): Providing first-point-of-contact assistance to hospitality customers with an accent on troubleshooting hardware/software issues and general education. Focus on maintaining Gold Class support standards across phone, chat, and email, and documenting customer interactions.

Location: This role is for a global team across APAC, EMEA, and NOAM, indicating a remote work setup with flexibility in working days and shifts.

Company

Lightspeed is a product company powering businesses with a one-stop commerce platform, unifying online and physical operations for retail, hospitality, and golf businesses globally.

What you will do

• Provide first-point-of-contact support to hospitality customers via phone, chat, and email, maintaining Gold Class standards.
• Investigate, troubleshoot, test, and resolve customer issues efficiently.
• Document, track, and resolve interactions within customer support platforms.
• Assist with the identification, reproduction, and escalation of product issues and bugs to the Quality Assurance team.
• Advocate for and promote improvements to products and services.
• Operate within a roster/schedule to ensure high availability of customer assistance.

Requirements

• Previous customer service and/or technical support experience.
• Strong attention to detail with an emphasis on providing an exceptional customer experience.
• Excellent verbal and written communication skills in German and English.
• Basic experience using common online, mobile, and desktop platforms (iOS, Android, OSX, Windows).

Nice to have

• Experience interacting with customers through Phone, Email, Ticketing and Live Chat platforms.
• Experience or knowledge of the Hospitality industry.
• Experience supporting a SaaS product or an iOS application.
• Computer networking experience or interest.
• Working knowledge of Mac OS and basic knowledge of HTML/CSS.
• Dutch or French written and verbal communication skills.

Culture & Benefits

• Unlimited Annual Leave with a PTO scheme.
• 400€ annually towards Health and Wellbeing, plus dental, private healthcare, and optical cover.
• Opportunity to join a growing, fast-paced, high-growth company.
• Work with a team of incredibly talented and forward-thinking people.
• Access to amazing benefits and perks, including equity for all Lightspeeders.