Customer Support Representative

Join a Global Team Making a Lasting Impact with Lumivero Are you ready to be part of a team that’s changing the world? At Lumivero, we develop powerful data-intelligence software that empowers users to answer their most pressing questions. Our trusted research, decision-making, and organizational tools help academic and corporate professionals create impactful insights from their most complex data – enabling them to work more efficiently and make informed, confident decisions.

The Customer Support Representative is the first point of contact for our members. With every interaction, you're not just supporting software, you're supporting people. You’ll help solve problems, answer questions, and ensure our members feel valued and cared for.

Our ideal candidate is a curious investigator, a technical problem-solver, and a great listener. You’ll use your communication skills, product knowledge, and creativity to support our members and show them that behind our great software are amazing people who genuinely care.

Key Responsibilities

• Respond to member inquiries with clear, professional communication and correct grammar.
• Guide members through product usage with accurate, concise instructions.
• Ensure timely follow-up on open tickets, especially when awaiting member responses.
• Collaborate with members and engineering to identify, reproduce, and troubleshoot software issues.
• Participate in internal product testing as needed.
• Assist Sales and Success Managers in identifying and resolving product-related issues.
• Develop and maintain strong knowledge of all product features and functionalities.
• Contribute to both internal and external knowledge bases to improve self-service support.
• Monitor and analyze support trends to identify opportunities for product improvements or process changes.
• Generate creative ideas to reduce ticket volume and enhance the support experience.
• Create helpful content (e.g., FAQs) for students, site supervisors, and faculty.
• Quickly identify and act on potential compliance or critical issues.
• Proactively monitor ticket patterns and identify possible account risk factors.
• Pinpoint root causes of recurring issues and work closely with the Success team to mitigate risks.
• Escalate urgent matters following established procedures to appropriate internal teams.

Required Skills And Experience

• Problem Solver; Multi-tasker
• 2+ year experience working in a Technical Customer Support or Software Support role
• Excellent communication, organization skills, and time management skills.
• Strong ability to work with precision and attention to detail.

Preferred Skills And Experience

• Experience with academic work habits and requirements
• Experience with data privacy regulations HIPAA and GDPR preferred.
• Salesforce CRM experience

Benefits

• Annual base salary is $40,000 - $42,000, depending on qualifications.
• An annual performance-based bonus to recognize personal excellence.
• Annual tech stipend to get what you need to do your best work
• Flexible, remote first work environment and a diverse, global team.
• Opportunities for career advancement as Lumivero grows

Help Transform Our World with Powerful Insights – Join Our Team! At Lumivero, we believe in the power of research and informed problem-solving. Our data-intelligence software helps professionals in academia and business collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. Lumivero empowers them to do it all smarter, better, and faster!

Our diverse, global team is made up of experts in their fields and dedicated professionals building best-in-field software. We’re passionate about the customers we serve, the products we create, and the problems we solve.

Lumivero is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.

Lumivero is an E-Verify Employer. You can review the E-Verify Poster. Lumivero is committed to supporting individuals requiring accommodation in the application process.