Technical Support Specialist at Lighthouse in Remote

Summary: Lighthouse is on a mission to disrupt commercial strategy for the hospitality industry with its innovative platform. The Technical Support Specialist will serve as a subject matter expert on BI products, managing customer cases, troubleshooting technical issues, and collaborating with cross-functional teams to enhance customer satisfaction. Responsibilities: - Manage and resolve customer cases logged via chat and email in a timely and professional manner - Investigate and troubleshoot escalated technical issues related to integration logic, data, and system performance - Collaborate closely with Engineering, Product, and Business Development teams to resolve complex bugs and customer issues - Educate and empower our customers, helping them understand and achieve maximum value from our BI products - Utilize and support AI-driven features within our platform, helping customers leverage advanced analytics for smarter business decisions - Clearly communicate complex technical concepts to customers and internal stakeholders of varying technical abilities - Proactively identify and suggest improvements to support processes, procedures, and internal tools - Prepare and maintain supporting materials and product user manuals to enhance customer self-service Required Qualifications: - Proven success in a customer-facing role with a strong customer service mentality - You are tech-savvy with the ability to tackle complex technical issues - An interest in and aptitude for understanding AI-driven tools and features - Exceptional written and verbal communication skills in English - A strong work ethic, a detail-oriented mindset, and the ability to perform well under pressure - You are a natural team player with experience working effectively in a cross-functional environment - A proactive and hands-on approach to problem-solving - Proficiency with Google Suite and other modern business applications Preferred Qualifications: - A background and understanding of the hotel industry and/or revenue management principles - Proven high customer satisfaction scores in a previous role - Fluency in another language used within our company network Required Skills: Technical Support, Business Intelligence, Integration Processes, Data Validation, Data Analysis, AI-driven Tools, Google Suite, Hospitality Industry Knowledge, Revenue Management, Customer Service Mentality Benefits: Flexible time off: Autonomy to manage your work-life balance., 401k matching: Up to 4%., Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA., Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both., Employee Assistance Program: 100% confidential and free., Employer paid Short Term Disability + $50,000 Life Insurance, Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan., Wellbeing support: Subsidized ClassPass subscription., Referral bonus: Earn rewards for bringing in new talent.