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Support Specialist, German Speaking
Lightspeed Commerce. Serve as the first point of contact for customers needing assistance .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and technical support skills, with a focus on troubleshooting and resolving issues for hospitality customers. Proficient in communication in both German and English, with experience in SaaS product support and familiarity with various operating systems.
Highest-signal resume keywords
Customer Service ExperienceTechnical Support SkillsVerbal And Written Communication In German And EnglishExperience With SaaS ProductsTroubleshooting Techniques
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical SupportBasic HTMLBasic CSSComputer NetworkingIOS Application SupportMac OS KnowledgeWindows KnowledgeAndroid KnowledgeOnline Platform Experience
Soft Skills
Attention To DetailExceptional Customer ExperienceAdvocacy For Product Improvements
Tools & Technologies
Customer Support PlatformsTicketing SystemsLive Chat PlatformsPhone SupportEmail Support
Industry Keywords
Hospitality IndustrySaaSMultilingual SupportGlobal Teams24x7 Support
Tech Stack
Tools & technologiesAndroidiOS
About the role
Key responsibilities & impact- Serve as the first point of contact for customers needing assistance
- Handle requests ranging from general education to hardware and software investigation
- Investigate, troubleshoot, test and resolve issues hospitality customers may face during service
- Work with global, multilingual 24x7 teams across APAC, EMEA and NOAM
- Provide support via phone, chat and email
- Use troubleshooting techniques to identify customer issues and provide appropriate solutions
- Document, track and resolve interactions in customer support platforms
- Identify, reproduce and escalate product issues and bugs to the Quality Assurance team
- Track issues through resolution with customers, partners and Lightspeed team members
- Advocate and promote improvements to products and services
- Operate within a roster/schedule to ensure high availability of customer assistance, in collaboration with the manager
- Work flexible days and shifts, including weekends
Requirements
What you’ll need- Previous customer service experience and/or technical support
- Strong attention to detail with an emphasis on providing an exceptional customer experience
- Excellent verbal and written communication skills in German and English
- Basic experience using common online, mobile and desktop platforms: iOS, Android, OSX, Windows
- CV must be submitted in English
- Experience interacting with customers through phone, email, ticketing and live chat platforms (preferred, not necessary)
- Experience or knowledge of the Hospitality industry (preferred, not necessary)
- Experience supporting a SaaS product (preferred, not necessary)
- Experience supporting an iOS application (preferred, not necessary)
- Computer networking experience or interest (preferred, not necessary)
- Passion in technology (preferred, not necessary)
- Working knowledge of Mac OS and basic knowledge of HTML/CSS (preferred, not necessary)
- Hospitality experience (preferred, not necessary)
- Dutch or French written and verbal communication skills (preferred, not necessary)
Benefits
Comp & perks- Unlimited Annual Leave with our PTO scheme
- 400€ annually towards Health and Wellbeing
- Dental cover
- Private healthcare
- Optical cover
- Opportunity to join a growing team, in a fast-paced, high-growth company
- Work with a team of incredibly talented and forward-thinking people
- Work for a team that values hard work, and knows how to celebrate the wins
- Amazing benefits & perks, including equity for all Lightspeeders
- Opportunity to learn, expand your skill set, forge relationships and make your mark within the Lightspeed family
- Inclusive and barrier-free workplace
- Accommodations available on request for candidates taking part in all aspects of the selection process