[Remote] Technical Support Specialist
Note: The job is a remote job and is open to candidates in USA. Lighthouse is on a mission to disrupt commercial strategy for the hospitality industry, providing innovative solutions to empower businesses. As a Technical Support Specialist, you will manage customer cases, troubleshoot technical issues, and collaborate with various teams to enhance customer experience with BI products.
Responsibilities
- 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
Skills
- 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
- 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.
Company Overview
Company H1B Sponsorship