Technical Support Specialist

Reporting to our Customer Care Manager, you will join as a Technical Support Specialist for our Business Intelligence (BI) products. You will be a subject matter expert on our integration processes, data validation, and analysis, serving as a key resource for our customers. Your role will focus on advising and guiding a wide array of clients, handling escalated technical issues, and ensuring they successfully leverage Lighthouse to transform their business. Where you will have impact 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. About our team You’ll be joining our dedicated Customer Care team, the strategic and compassionate faces of Lighthouse. We are the subject matter experts for the company's integrated products, and we're passionate about making our customers successful. We thrive on solving complex challenges, working cross-functionally, and acting as the crucial link that helps transform our customers' businesses through data. We are an organized, dedicated, and collaborative group entrusted with building strong customer relationships. What's in it for you? 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. Who you are Essential 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. We welcome 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. In addition to benefits and other Lighthouse total rewards, the annual base salary for this role is $53,000.00 - $62,500.00 USD. We benchmark our salary ranges for new hires in relation to the role, level, and role location; however, we consider a multitude of factors, to include relevant experience, skills, and education/training, to determine compensation within the identified range. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. We actively encourage applications from individuals with disabilities and are dedicated to providing reasonable accommodations throughout the recruitment process and during employment to ensure all qualified candidates can participate fully. Our commitment to equality is not just a policy; it's part of our culture. #J-18808-Ljbffr Insider, Inc.