Technical Support Specialist - Integrated Products

What you will do #LI-Hybrid #DN-1

Our Customer Care team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated. Fulfilling this role means you are entrusted with the relationships, and product health specifically for integrated products. A Technical Support Specialist is a subject matter expert on integration processes,  logic, data validation and analysis.  In addition, a Technical Support Specialist is an experience-maker for our customers - passionate about working with a variety of hotels to make Lighthouse the common thread that transforms their business.

Where you will have impact

• Attending to client questions/requests and escalated technical troubleshooting related to integration logic, macros, scripts
• Escalate issues or bugs with Engineering & Product teams 
• Obtain thorough knowledge of Lighthouse internal tools and procedures to ensure smooth workflow and collaboration between departments
• Educate and empower our users to help them achieve the most out of the Lighthouse BI products by engaging with them, listening, understanding their needs
• Respond, investigate and resolve cases logged by customers via chat or email in a timely manner 
• Prepare supporting material and product user manuals
• Collaborate with Business Development teams on internal questions
• Communicate technical concepts across stakeholders of varying technical ability
• Serve as intermediary point of escalation, including proactively communicating with customers for fast resolution
• Where necessary, identify shortfalls in the process and procedures and proactively suggest process improvements 
• Participate in regional monthly improvement and innovation reviews based on local metrics
• Responsible for specific ad hoc projects established by the Regional Customer Care Manager

What's in it for you?

• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Flexible working environment: Work from home or at one of our global offices.
• 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 50% for dependents and spouses, plus $25/month to HSA.
• Employer paid Short and Long Term Disability + $50,000 Life Insurance 
• Parental leave: 12 week company paid primary caregiver leave, 3 week company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

• You are tech savvy and proficient with Google Apps.
• You're fluent in English (Other language proficiencies are welcomed)
• You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
• Strong work ethic, hands-on, detail oriented with a customer service mentality
• Proven success in a customer facing environment i.e. through satisfaction scores
• Team player, ability to work cross-functionally and under pressure
• You have exceptional written communication skills
• A background and understanding of the hotel industry and or revenue management principles is a strong plus

In addition to benefits and other Lighthouse total rewards, the annual base salary for this role ranges from $50,000.00 - $54,000.00 USD. We benchmark our salary ranges for new hires in relation to the role, level, and role location; however, we consider a multitude of factors, to include relevant experience, skills, and education/training, to determine compensation within the identified range.