Remote Product Support Specialist

Summary

Join Lucid Software as a Product Support Specialist and be on the front lines interacting with customers, driving solutions with professional communication, and impacting how we help thousands of people around the world.

Requirements

• 2 years practical work experience and/or a Bachelor's degree with a strong academic performance
• A strong sense of personal ownership and responsibility
• Ability to translate complex technical ideas into simple, easy to understand content
• Strong written and verbal communication skills (both internally and externally) including over the phone with our strategic customers as needed
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
• Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities
• Detail-oriented, organized and a good team player
• Bias towards finding solutions versus shutting down ideas

Responsibilities

• Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs
• Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues
• Identify and monitor key user operational metrics to help drive improvements to our product and support offerings
• Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs
• Assist in writing clear Help Center and user education content
• Address and resolve customer issues within the community promptly and effectively. Actively engage in community discussions by offering valuable insights and answers
• Develop and iterate on Team Strategy to better serve our customers and meet our Business goals
• Be available for one weekend per quarter to be the on-call support agent and escalate any top issues or site outages to engineering that occur during this time

Preferred Qualifications

• Experience troubleshooting technical issues
• Experience in content creation
• Basic data analytics or statistical skills
• Teaching or mentoring experience
• Experience with log management software such as Splunk or Loggly
• Experience with any coding language
• Basic Project Management experience