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As the Product Support Specialist, you are responsible for implementing new subscriptions in addition to supporting existing integrated product clients to ensure the highest customer satisfaction. The perfect candidate is a champion in customer satisfaction and ensures that our clients can leverage our integrated products in the most impactful manner possible with the best data. An understanding of basic hotel knowledge and their PMS, CRS, RMS systems and a passion for service are the driving force behind an experienced Product Support Specialist at Lighthouse.

Where you will have impact:

• Educate and empower our users to help them achieve the most out of the Lighthouse products by engaging with them, listening, understanding their needs (and in the US, providing 1-1 training) and data validation calls
• Respond, investigate and resolve basic cases logged by customers, both new and existing via chat or email in a timely manner
• Prepare supporting material and product user manuals for internal and external stakeholders
• Collaborate with Business Development teams on internal questions and implementations including compiling preliminary information and system access for portfolios <10 hotels
• Collaborate with Product team to ensure client feature requests are represented on the roadmap and expectations with users are managed accordingly
• Escalate issues or bugs with Support Hero and Engineering team
• Communicate technical concepts across stakeholders of varying technical ability
• Where necessary identify shortfalls in the process and procedures and suggest process improvements
• Implement, and monitor hotels using multiple integration/workflow techniques and methods for all major hotel brands and various independent systems

Work closely with Customer Care, Product, and Accounting departments to deliver a great customer experience measured by NPS and CSAT scores

• Participate and action Quality Assurance, Subscription Transitions, Workflow Transitions and Subscription Deactivation
• Work closely with ES Operations BI Program Manager in organizing and completing integrated product projects

What’s in it for you?

• 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 realize their full career potential
• A mandate to operationalize and democratize 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 Microsoft Office (Excel, Word, Powerpoint) and Google Apps
• You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
• You have a tremendous work ethic, laser focus, passion, and dedication to supporting Lighthouse company values
• Excellent analytical, problem solving, reporting, data manipulation, dashboard creation, and Business Intelligence skills
• You have good written and oral communication skills
• An understanding of revenue management and hospitality industry is a strong plus
• 1-3 years experience preferred
• You're fluent in English and Portuguese. Spanish is a plus.
• Committed to at least 1 day per week in-office