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Product Support Specialist

2 months ago

Salt Lake City, United States Lucid Software Full time

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2’s 2023 Best Global Software Companies. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.

As a Product Support Specialist, you'll help launch Lucid's newest products and features and have the opportunity to impact how we help thousands of people around the world. We represent the voice of the customer and work closely with cross-functional partners throughout Lucid to make our products and processes better. You will work our Engineering and Product Management teams to surface user issues, help improve our products, and streamline our internal and external communication. The Customer Operations team owns the relationships between Lucid products and users. You will be expected to work on the front lines assisting all Lucid customers, troubleshooting technical issues, and representing Lucid in critical situations.

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

Engage with our users in the Lucid Community

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.

Requirements:

1 year of practical work experience and/or a Bachelor's degree with a 3.0 cumulative GPA or higher

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)

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

Preferred Qualifications:

Experience troubleshooting technical issues

Experience in content creation

Basic data analytics or statistical skills

Teaching or mentoring experience

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