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?

• A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
• Flexible time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
• A motivation to deliver your best work as we have built a high-bar and very talented team of individuals that are friendly, creative, open-minded, and passionate about what they do
• Workshops and frameworks that help employees realise their full career potential
• A mandate to operationalize and democratise research through tools, training, and processes
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• The chance to grow and evolve the data culture at a fast-growing scale-up
• A compensation that values your work and which we will proactively keep competitive
• A referral bonus scheme when you bring new talent to our #bestteamever!

Who you are

• You are tech savvy and proficient with Google Apps.
• You're fluent in English and Portuguese (Spanish proficiency 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
• Fluent in English, both written and spoken, any other language used within our company network is a plus
• A background and understanding of the hotel industry and or revenue management principles is a strong plus