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Technical Product Support Specialist

Lucid SoftwareSalt Lake City, UT
Hybrid Full-time

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Experience Level

Entry Level

Qualifications

Key Responsibilities:Develop in-depth product knowledge and collaborate with support and product teams to resolve user issues. Investigate and troubleshoot technical problems, manage issue workflows, and proactively identify user needs. Collaborate with Engineering, Product Management, and cross-functional teams on user-impacting issues and bugs. Track and analyze key user metrics to drive product and support enhancements. Grow and manage the Lucid product community, cultivating relationships to resolve issues and promote community strategies.

About the job

Join Lucid Software, the frontrunner in visual collaboration, where we empower teams to transform ideas into reality. Our core values emphasize innovation, passion, excellence, individual empowerment, initiative, ownership, and teamwork. We are committed to fostering a diverse and inclusive culture that respects everyone. With a hybrid work environment, we support a healthy work-life balance, allowing our team members the flexibility to work remotely, from our offices, or a combination of both.

As a Technical Product Support Specialist on our Customer Operations team, you will be the first point of contact for our valued customers. Your role will involve delivering solutions through professional communication and collaboration across teams.

In this position, you'll assist in the launch of our latest innovative products and features, impacting users worldwide through our help centers, online communities, and email support. You will work closely with various departments to identify and resolve user issues, enhance our products, and streamline internal operations. As the expert on user engagement, you will build dynamic online communities, foster relationships with active users, and stay updated on online community trends and technologies. You’ll also represent Lucid in social media engagements, translating complex concepts into accessible content. Your contributions will help us create effective customer support resources based on user feedback, analytics, and best practices in user experience.

About Lucid Software

Lucid Software is at the forefront of visual collaboration, dedicated to helping teams visualize their ideas and achieve their goals. We are passionate about innovation and excellence, making us a leader in our industry. Our inclusive culture values diversity and promotes a healthy work-life balance.

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