What are the responsibilities and job description for the EMEA, Product Support Specialist, airfocus position at lucidsoftware?
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. Lucid is 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.
Join airfocus, a Lucid Software company, recognized by Kununu as a TOP 5% best-rated organization. We boast a 4.8 rating and 96% recommendation on Glassdoor - be part of our success story NOW!
airfocus by Lucid is the world’s first modular product management and roadmapping platform and is growing on all continents. We are an up-and-coming industry leader with a proven business model and first-class team. Now, with thousands of users from customers like Ricoh, Good Year, and Wago; it’s time to add fuel to the fire and further grow our team!
Why us?
- You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning
- Hybrid workplace: Work from our awesome Hamburg or Lucid’s Amsterdam office, or anywhere in Germany or the Netherlands!
- Flexible working hours
- Boost your personal development in an environment that encourages continuous learning
- Competitive compensation
- Learning and development budget
- Healthy (and non-healthy!) snacks and beverages on site
- Recurring virtual events and annual airfolks meet-ups
We are on the lookout for a support specialist who will be responsible for providing top-notch support, promoting product adoption, communicating best practices and creating educational content. You will be responsible for our scaled customer pool. 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.
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.
- Organized and task-oriented, with a strong focus on deadlines, accuracy and timely delivery
- Comfortable adapting to a fast-paced and rapidly changing business environment
- Located in either Germany or The Netherlands
Preferred Qualifications:
- Knowledge of an additional language.
- Experience in product management
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