[Remote] Technical Support Specialist

Note: The job is a remote job and is open to candidates in USA. Lighthouse is on a mission to disrupt commercial strategy for the hospitality industry, providing innovative solutions to empower businesses. As a Technical Support Specialist, you will manage customer cases, troubleshoot technical issues, and collaborate with various teams to enhance customer experience with BI products.

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

Skills

  • 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
  • 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

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.

Company Overview

  • Lighthouse is a commercial platform for the travel & hospitality industry. It was founded in 2012, and is headquartered in London, England, GBR, with a workforce of 501-1000 employees. Its website is https://www.mylighthouse.com. Company H1B Sponsorship
  • Lighthouse has a track record of offering H1B sponsorships, with 2 in 2025, 3 in 2024, 3 in 2023, 5 in 2022, 11 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.

 

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