Technical Support Specialist – Integrated Products
| Company | Lighthouse |
|---|---|
| Location | Oregon, USA |
| Salary | $50000 – $54000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 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.
Responsibilities
- 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.
Preferred Qualifications
- A background and understanding of the hotel industry and or revenue management principles is a strong plus.