What are the responsibilities and job description for the Sr. Customer Support Specialist position at Lucid Software?
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 listed to the Forbes Cloud 100, Fortune Best Workplaces in Technology, and the PEOPLE Companies that Care list all for multiple consecutive years. 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 Sr. Product Support Specialist on the Customer Operations team, you will be on the front lines interacting with Lucid's customers. 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. You will be expected to drive solutions with professional communication, independent judgement, and internal cross-collaboration with our Product and Engineering organization. As a technical point of contact, you will be responsible for aligning with Customer Success and Sales to ensure effective and efficient communication with these customers. Understanding the core Lucid business strategy and working to help enable that strategy through our daily work is key to our team's success.
Responsibilities :
- Manage technical issues by investigating and troubleshooting complex problems autonomously, taking escalations from Specialists, escalating user issues as needed, 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
- Exercise discretion regarding technical issues and problems posed by customers
- Collaborate with Engineering, Product Management, Customer Success, Sales 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.
- Use discretion and know when to waive or deviate from established procedures to help with client needs
Requirements :
Preferred Qualifications :
LI-MK1
