Technical Support Specialist – Strategische Kund*innen (Deutsch- & Englischsprachig, m/w/x)

Job Description

Lightspeed is seeking a Technical Support Specialist to join their Strategic Support team. This team supports key accounts and works closely with Strategic Account Managers to optimize operations and improve customer experience. The role involves technical support, managing escalations, and identifying solutions to improve customer satisfaction.

Responsibilities include:

• Providing technical support and customer service to strategic clients.
• Collaborating with Strategic Account Managers.
• Managing strategic escalations.
• Developing an understanding of key account challenges.
• Identifying and resolving escalated customer inquiries.
• Documenting key account information and solutions.
• Contributing to troubleshooting and testing procedures.
• Supporting specialized services like Managed Networking and API support.
• Expanding knowledge to support Lightspeed platforms.

The ideal candidate should have:

• Extensive experience in technical customer support.
• Excellent communication skills in German and English.
• Ability to independently manage emails, chats, and calls.
• Strong computer skills, especially with macOS.
• Proven experience in troubleshooting and problem-solving.
• Ability to manage technical escalations and identify opportunities for development.
• Willingness to work flexible hours.

Lightspeed offers:

• Participation in the Lightspeed Employee Stock Purchase Plan.
• Health and wellness credit.
• Access to Modern Health app for mental health support.
• Work-from-Anywhere benefit.
• LinkedIn Learning access and career coaching.
• Public transport subsidy for Berlin office commuters.
• Regular meals, snacks, and drinks in the Berlin office.