Technical Specialist, Strategic Accounts

Hi there Thanks for stopping by

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place.
Lightspeed is looking for a Technical Specialist, Strategic Accounts in Ghent. You will be mostly focused on K-Series, report into the Strategic Support Services Team Lead and will be an important part of our global hospitality support organization.

Our Strategic Support Services team oversees the Lightspeed Strategic Accounts support experience. This group partners with Senior Support Strategic Accounts Management to quarterback the service experience for our most valuable and complex merchants.

• Deliver Premium Support: Provide exceptional technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements.
• Optimize Business Processes: Proactively identify opportunities to recommend best practices, helping high-value clients streamline operations and maximize the value of the Lightspeed ecosystem.
• Facilitate Seamless Transitions: Partner with Implementation teams to execute successful \"warm handoffs,\" ensuring a consistent and smooth experience for new Strategic accounts.
• Strengthen Account Partnerships: Collaborate closely with Strategic Account Managers (SAMs) to manage daily operations, resolve complex issues, and elevate the overall customer journey.
• Anticipate Client Needs: Lead unified customer meetings alongside SAMs to review ongoing requests, forecast future requirements, and mitigate risks before they escalate.
• Drive Features Adoption: Conduct proactive account health syncs (remote or on-site) to advocate for feature adoption that translates into measurable business growth for the client.
• Provide Training Sessions: Ensure our Strategic customers continue to fully utilise the potential of our software by providing training to new and existing staff members.
• Influence Product Strategy: Synthesize deep insights into client business challenges to advocate for product enhancements, liaising directly with Product and Development teams to refine the user experience.
• Escalation Management: Manage high-stakes technical escalations end-to-end—overseeing technical resolution, executive communication, and stakeholder feedback loops to ensure total customer satisfaction.
• Advanced Troubleshooting: Employ a comprehensive suite of diagnostic techniques to rapidly isolate the root cause of escalated issues and deliver high-impact solutions.
• Knowledge Management: Maintain meticulous documentation of account-specific complexities and resolutions to empower global Support teams and ensure consistent service delivery.
• Champion Technical Excellence: Write and maintain troubleshooting guides, testing procedures, and internal documentation while precisely tracking software defects for corrective action.
• Cross-Platform Mastery: Continually develop technical expertise across all Strategic Lightspeed hospitality platforms to provide versatile, high-level support.

• Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren't strictly within the scope of your role.

There's many different ways to gain \"experience\". People learn in different ways, skill sets can be transferred, especially when combined with a willingness to learn. If you don't quite tick all of these boxes but think you could still absolutely smash it, send us an application anyway and let us know why you'd be amazing in this role

• This role is open to candidates located in Ghent or nearby areas. You should be close enough to travel to Ghent easily when needed.
• Excellent verbal and written communication skills in Dutch and English (we do service multiple languages, so any others you know are a bonus).
• Extensive customer service experience in a technical support role.
• Prior experience in the Hospitality industry.
• Ability to self-manage incoming emails, telephone calls, video calls, meetings, and on-site visits 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 that will ensure our customers use their POS to its full capacity.
• Ability to manage technical escalations of at-risk accounts and identify growth opportunities.
• Flexibility in your schedule to work. Support never stops

Even better if you have, but not necessary

• Knowledge of networking or network support experience.
• Understanding of API (relevant to SaaS) and experience supporting this.
• Prior experience in a consultant role.
  

We're a global company, and our benefits vary depending on the country you live in. But here's a brief overview of our global benefits:

• Equity options: We grant equity in the form of Restricted Share Units (RSUs) to our employees. Because this is your company, too.
• Parental leave: Caring for a new child is an exciting time for all parents. We're committed to being inclusive and to support all new parents regardless of their role, gender, caregiver status, country of residence and family circumstance.
• Health & wellness credit: Our Health & Wellness credit can be used in numerous ways so that you feel at your best.
• Career development: We're big on internal moves and new challenges across Lightspeed.
• Time off to volunteer: Our volunteer program is a global initiative encouraging Lightspeeders to use one day off a year to give back to their communities.
• Health apps: Access to professional or coaching services is available to all employees.
• And many more, depending on the country you're based in

We know that people are more than what's on their CV. If you're unsure that you have the right profile for the role... Hit the 'Apply' button and give it a try