Technical Support Specialist - Integrated Products

At Lighthouse (formerly OTA Insight), we’re on a mission to reimagine commercial strategy for the hospitality industry. Our commercial platform simplifies data, transforming complexity into confidence with actionable market insights, business intelligence, and pricing tools that maximize revenue.

We successfully raised 80 million in series B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 650 teammates illuminating the way, representing 34 nationalities living in 35 different countries of which 175 in Belgium alone, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionizing the hospitality sector? 🚀

What you will do #LI-Hybrid #DN-1

Our Customer Care team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated. Fulfilling this role means you are entrusted with the relationships, and product health specifically for integrated products. A Technical Support Specialist is a subject matter expert on integration processes,  logic, data validation and analysis.  In addition, a Technical Support Specialist is an experience-maker for our customers - passionate about working with a variety of hotels to make Lighthouse the common thread that transforms their business.

Where you will have impact

• Attending to client questions/requests and escalated technical troubleshooting related to integration logic, macros, scripts
• Escalate issues or bugs with Engineering & Product teams 
• Obtain thorough knowledge of Lighthouse internal tools and procedures to ensure smooth workflow and collaboration between departments
• Educate and empower our users to help them achieve the most out of the Lighthouse BI products by engaging with them, listening, understanding their needs
• Respond, investigate and resolve cases logged by customers via chat or email in a timely manner 
• Prepare supporting material and product user manuals
• Collaborate with Business Development teams on internal questions
• Communicate technical concepts across stakeholders of varying technical ability
• Serve as intermediary point of escalation, including proactively communicating with customers for fast resolution
• Where necessary, identify shortfalls in the process and procedures and proactively suggest process improvements 
• Participate in regional monthly improvement and innovation reviews based on local metrics
• Responsible for specific ad hoc projects established by the Regional Customer Care Manager

What's in it for you?

• A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
• Flexible time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
• A motivation to deliver your best work as we have built a high-bar and very talented team of individuals that are friendly, creative, open-minded, and passionate about what they do
• Workshops and frameworks that help employees realise their full career potential
• A mandate to operationalize and democratise research through tools, training, and processes
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• The chance to grow and evolve the data culture at a fast-growing scale-up
• A compensation that values your work and which we will proactively keep competitive
• A referral bonus scheme when you bring new talent to our #bestteamever!

Who you are

• You are tech savvy and proficient with Google Apps.
• You're fluent in English and Portuguese (Spanish proficiency welcomed)
• You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
• Strong work ethic, hands-on, detail oriented with a customer service mentality
• Proven success in a customer facing environment i.e. through satisfaction scores
• Team player, ability to work cross-functionally and under pressure
• You have exceptional written communication skills
• Fluent in English, both written and spoken, any other language used within our company network is a plus
• A background and understanding of the hotel industry and or revenue management principles is a strong plus

Thank you for considering a career with Lighthouse. 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. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry.