What are the responsibilities and job description for the EMEA, Product Support Specialist, airfocus position at Lucid Software?
Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products, business, and workplace culture have received numerous awards, such as being named to the Forbes Cloud 100 and a Fortune Best Workplace in Technology.
We are a hybrid workplace, 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. At Lucid, we hold true to our core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. We value diverse perspectives and are dedicated to creating an environment that is respectful and inclusive for everyone.
Lucid is part of airfocus, a company recognized by Kununu as a TOP 5% best-rated organization. We boast a 4.8 rating and 96% recommendation on Glassdoor.
Our flagship product, airfocus by Lucid, is the world's first modular product management and roadmapping platform. We are growing rapidly and now need your help to further expand our team.
Why Join Us?
- You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning
- Flexible working hours and remote work options from Hamburg, Amsterdam or other locations in Germany or the Netherlands
- A competitive compensation package, including benefits and a learning budget
- Opportunities for professional development and continuous learning
- An inclusive and respectful work environment
Job Description
We're looking for a Support Specialist who will be responsible for providing top-notch support, promoting product adoption, communicating best practices and creating educational content. This role involves serving as the initial point of contact for customer inquiries via chat and email, utilizing tools to effectively log, track, and manage support cases, conducting onboarding and training sessions to enhance user experience, and proactively identifying common queries to address them in self-serve articles.
Responsibilities:
- Customer Support: Serve as the initial point of contact for customer inquiries via chat and email
- Ticket Management: Utilize tools to effectively log, track, and manage support cases
- User Support & Training: Conduct onboarding and training sessions to enhance user experience
- Create Educational Content: Proactively identify common queries and address them in self-serve articles to continuously improve customer support
- Listen to User Feedback: Act as the customer's advocate within the company
- Become a Product Expert: Develop into a go-to resource for both customers and colleagues
Requirements:
- 1 years of customer support experience in a B2B software company
- Exceptional written and verbal communication skills in English
- Proactive, organized, empathetic, collaborative, positive and flexible
- Located in either Germany or The Netherlands
Preferred Qualifications:
- Knowledge of an additional language
- Experience in product management
If you're excited about customer success and look forward to joining a collaborative team working in a fast-paced, ever-evolving environment, you'll be an ideal candidate for this role.
