Product Support Specialist at Lucid Software

<p><span style="font-size: 12pt;">Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion &amp; excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives 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.</span></p> <p><span style="font-size: 12pt;">Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.</span></p> <p><span style="font-size: 12pt;">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.&nbsp;</span></p> <p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;">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.&nbsp;</span></p> <p><strong><span style="font-size: 12pt;">Responsibilities</span></strong></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Develop and maintain product expertise and work closely with other support and product team members to resolve user issues</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify and monitor key user operational metrics to help drive improvements to our product and support offerings</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> </ul> <p><strong><span style="font-size: 12pt;">Requirements</span></strong></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">2 years practical work experience and/or a Bachelor's degree with strong academic performance.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A strong sense of personal ownership and responsibility</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to translate complex technical ideas into simple, easy to understand content</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong written and verbal communication skills (both internally and externally)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Detail-oriented, organized and a good team player</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bias towards finding solutions versus shutting down ideas</span></li> </ul> <p><strong><span style="font-size: 12pt;">Preferred qualifications</span></strong></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience optimizing systems and driving improvements</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Basic Project Management experience&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Teaching or mentoring experience</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A strong understanding of user experience principles</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Technical aptitude and troubleshooting skills</span></li> </ul> <p><span style="font-size: 12pt;">#LI-KC1</span></p>