Customer Support Representative

Lumivero

2d•$40,000 - $42,000•Remote

About The Position

Are you ready to be part of a team thatâs 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 â 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. Youâll 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. Youâll 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.

Requirements

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.

Nice To Haves

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

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.