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Product Support Specialist

Lucid Software
Raleigh, USA
Junior · 2+ years experience
Discovered 1 months ago

Full Job Posting

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.
  • Effectively build relationships and value with Lucid’s customers by providing exceptional support tailored to our customer’s needs
  • 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.

Requirements

  • 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
  • This position is hybrid, combining remote work with in-person collaboration at our Raleigh, NC office two days per week (Tuesday and Thursday).
  • 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
  • Experience working with AI Agent or curating LLMs
  • #LI-KC1

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