<p>What you will do #LI-Hybrid #DN-1</p> <p>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.</p> <p>Where you will have impact</p> <ul> <li>Attending to client questions/requests and escalated technical troubleshooting related to integration logic, macros, scripts </li><li>Escalate issues or bugs with Engineering & Product teams </li><li>Obtain thorough knowledge of Lighthouse internal tools and procedures to ensure smooth workflow and collaboration between departments </li><li>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 </li><li>Respond, investigate and resolve cases logged by customers via chat or email in a timely manner </li><li>Prepare supporting material and product user manuals </li><li>Collaborate with Business Development teams on internal questions </li><li>Communicate technical concepts across stakeholders of varying technical ability </li><li>Serve as intermediary point of escalation, including proactively communicating with customers for fast resolution </li><li>Where necessary, identify shortfalls in the process and procedures and proactively suggest process improvements </li><li>Participate in regional monthly improvement and innovation reviews based on local metrics </li><li>Responsible for specific ad hoc projects established by the Regional Customer Care Manager </li></ul> <p>What's in it for you?</p> <ul> <li>Impactful work: Shape products relied on by 85,000+ users worldwide. </li><li>Competitive compensation: Proactively maintained to value your work. </li><li>Flexible working environment: Work from home or at one of our global offices. </li><li>Flexible time off: Autonomy to manage your work-life balance. </li><li>401k matching: Up to 4%. </li><li>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. </li><li>Employer paid Short and Long Term Disability + $50,000 Life Insurance </li><li>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. </li><li>Wellbeing support: Subsidized up to 80% ClassPass subscription. </li><li>Referral bonuses: Earn rewards for bringing in new talent. </li></ul> <p>Who you are</p> <ul> <li>You are tech savvy and proficient with Google Apps. </li><li>You're fluent in English (Other language proficiencies are welcomed) </li><li>You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves </li><li>Strong work ethic, hands-on, detail oriented with a customer service mentality </li><li>Proven success in a customer facing environment i.e. through satisfaction scores </li><li>Team player, ability to work cross-functionally and under pressure </li><li>You have exceptional written communication skills </li><li>A background and understanding of the hotel industry and or revenue management principles is a strong plus </li></ul> <p>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.</p>