Technical Specialist, Strategic Accounts (Dutch speaking)

Support Lightspeed's key accounts with excellent technical support and customer service.

Work closely with Strategic Account Managers to handle day-to-day situations and improve customer experiences.

Manage strategic escalations end to end, including technical resolution, client communication, and stakeholder feedback, aiming for customer satisfaction.

Develop a deep understanding of business challenges faced by key account customers and liaise with Product and Development teams for improvements.

Use troubleshooting techniques to identify and resolve escalated customer issues promptly.

Document Key Account details, unique elements, complexities, and track issues/resolutions.

Participate in creating and maintaining troubleshooting, testing procedures, and documentation for the broader technical support team, and document software defects.

Contribute to specialized support service offerings (managed networking, API support, etc.).

Develop skills across all key Lightspeed hospitality platforms.

Prior experience in the Hospitality industry.

Extensive customer service experience in a technical support role.

Ability to self-manage incoming emails, chat conversations, and telephone calls based on priority and customer commitments.

Strong computer skills and working knowledge of Mac OS.

Proven troubleshooting skills in a senior support position.

Strong problem-solving skills to ensure customers utilize POS to full capacity.

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

Flexibility in schedule to work.

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

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

Tenacity, urgency, and grit (preferred, not necessary).

Natural relationship builder (preferred, not necessary).

Global-minded (preferred, not necessary).

Live and breathe Customer Centricity (preferred, not necessary).

Subject Matter Expertise (preferred, not necessary).