Technical Support Specialist for BI - APAC

We are expanding internationally and are looking for a full-time Technical Support Specialist to join our BI team in the APAC region. This individual will ideally be based in Singapore or Malaysia. 

Where you will have impact

• Attending to client questions/requests and escalated technical troubleshooting related to integration logic, macros, and 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, and 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.

Who you are

• You are tech savvy and proficient with 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 background and understanding of the hotel industry and/or revenue management principles
• Proven success in a customer facing environment i.e. through satisfaction scores
• Strong work ethic, hands-on, detail oriented with a customer service mentality
• Team player, ability to work cross-functionally and under pressure
• You have exceptional written communication skills
• Fluent in English, both written and spoken. Fluency in Japanese on top is a strong plus

About our team

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, organised 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.

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Competitive compensation: Proactively maintained to value your work.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Referral bonuses: Earn rewards for bringing in new talent.