Technical Specialist, Strategic Accounts (Dutch speaking)

Deliver Premium Support to Strategic Accounts via email, phone, video, and on-site engagements.

Optimize Business Processes by recommending best practices.

Facilitate Seamless Transitions for new Strategic accounts.

Collaborate closely with Strategic Account Managers (SAMs) to manage daily operations and resolve complex issues.

Lead unified customer meetings to review requests, forecast requirements, and mitigate risks.

Conduct proactive account health syncs (remote or on-site) to advocate for feature adoption.

Provide Training Sessions to new and existing staff members.

Synthesize client business challenges to advocate for product enhancements with Product and Development teams.

Manage high-stakes technical escalations end-to-end, including resolution, communication, and feedback.

Employ diagnostic techniques for advanced troubleshooting.

Maintain meticulous documentation of account-specific complexities and resolutions.

Write and maintain troubleshooting guides, testing procedures, and internal documentation.

Track software defects for corrective action.

Continually develop technical expertise across all Strategic Lightspeed hospitality platforms.

Contribute to wider team objectives beyond strict role scope.

Located in Ghent or nearby areas, with ability to travel to Ghent when needed.

Extensive customer service experience in a technical support role.

Prior experience in the Hospitality industry.

Ability to self-manage incoming communications and visits based on priority.

Strong computer skills and working knowledge of Mac OS.

Proven troubleshooting skills in a senior support position.

Strong problem-solving skills.

Ability to manage technical escalations of at-risk accounts and identify growth opportunities.

Flexibility in schedule.

Knowledge of networking or network support experience (preferred but not necessary).

Understanding of API (relevant to SaaS) and experience supporting this (preferred but not necessary).

Prior experience in a consultant role (preferred but not necessary).

Must be willing to travel to Ghent easily when needed, Flexibility in schedule to work.