Product Support Expert
2 weeks ago
About the Role
We are seeking a skilled Product Support Specialist to join our Customer Operations team at Lucid Software. As a technical point of contact, you will be responsible for driving solutions with professional communication and internal cross-collaboration with our Product and Engineering organization.
Key Responsibilities
- Investigate and troubleshoot technical issues, escalate user issues, and manage issue workflows.
- 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.
- Develop and iterate on Team Strategy to better serve our customers and meet our Business goals.
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.
About Lucid Software
Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace, promoting 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.
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