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Product Support Specialist

Salt Lake City, UT

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.

As a Technical Product Support Specialist on the Customer Operations team, you will be on the front lines interacting with Lucid’s customers. You will be expected to drive solutions with professional communication and internal cross collaboration. 

You'll help launch Lucid's newest cutting edge products and features and have the opportunity to impact how we help thousands of people around the world through our help centers, online communities, and email support. You will work closely with various functions within Lucid to surface user issues, to help make our products better, and to streamline our internal operations. You own the relationships between Lucid Software products and users. You are the expert on building dynamic, high quality online communities and user engagement. You cultivate relationships with some of our most active users. You are well-versed in online community trends, technology, and strategies and are comfortable representing Lucid publicly. You will help us on our quest to expand into social media. You will write about complex things in a simple way and can balance business and user needs. You’ll work cross-functionally to develop customer support content based on user feedback, analytics, product requirements, and UX best practices. You’ll write our help center content, come up with innovative ways to educate customers, and help millions of people around the world get the most out of Lucid products. 

Responsibilities

  • Develop and maintain product expertise and work closely with other support and product team members to resolve user issues
  • Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs
  • Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs.
  • Identify and monitor key user operational metrics to help drive improvements to our product and support offerings
  • Represent Lucid by growing and managing a Lucid product community, building healthy relationships with users to resolve issues, and driving community strategies to ensure forum health and users’ questions/feedback receive quality, timely answers.
  • Contribute to content strategy, helping develop clear Help Center and user education content and analyze user behavior data and make content improvements based on metrics.
  • 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.

Minimum qualifications

  • 2 years practical work experience and/or a Bachelor's degree with strong academic performance.
  • A strong sense of personal ownership and responsibility
  • Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results. 
  • Ability to translate complex technical ideas into simple, easy to understand content
  • Strong written and verbal communication skills (both internally and externally)
  • 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 optimizing systems and driving improvements
  • Basic Project Management experience 
  • Teaching or mentoring experience
  • A strong understanding of user experience principles
  • Technical aptitude and troubleshooting skills

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