Lucid Software - Salt Lake City, UT

posted 16 days ago

Full-time
Salt Lake City, UT
Publishing Industries

About the position

As a Customer Operations Specialist at Lucid Software, you will play a crucial role in supporting customers by managing technical issues, launching new products, and collaborating with various teams to enhance user experience. This position requires strong communication skills and a proactive approach to problem-solving, ensuring effective support for Lucid's diverse customer base.

Responsibilities

  • Manage technical issues by investigating and troubleshooting problems, escalating user issues, 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.
  • Collaborate with Engineering, Product Management, 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.

Requirements

  • 2 years practical work experience and/or a Bachelor's degree with a strong academic performance.
  • A strong sense of personal ownership and responsibility.
  • Ability to translate complex technical ideas into simple, easy to understand content.
  • Strong written and verbal communication skills (both internally and externally) including over the phone with our strategic customers as needed.
  • Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results.
  • 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.

Nice-to-haves

  • Experience troubleshooting technical issues
  • Experience in content creation
  • Basic data analytics or statistical skills
  • Teaching or mentoring experience
  • Experience with log management software such as Splunk or Loggly
  • Experience with any coding language
  • Basic Project Management experience

Benefits

  • Hybrid work environment
  • Healthy work-life balance
  • Recognition for workplace culture and products
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