Lucet · 1 day ago

Analyst, Customer Support

United States

Full-time

Remote

Entry Level

$23/hr - $26/hr

1+ years exp

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Health CareMedical

Work & Life Balance

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Responsibilities

Respond to and resolve tier one customer support via support tickets, email, and virtual meetings related to product functionality and performance, ensuring a timely and thorough resolution.

Maintain an in-depth understanding of Lucet's product, including updates, to support troubleshooting and customer inquiries.

Differentiate between a product issue and a product feature that is working as expected but might not be clear to end users.

Identify, recreate, and triage tier two issues to appropriate team/individual to be addressed and use judgement to escalate as needed.

Track and analyze support tickets to identify recurring issues, trends, and patterns in customer feedback related to the product.

Communicate insights and feedback to the Product and Development teams to inform improvements and address issues.

Coordinate with customers on urgency of enhancement requests and communicate this to appropriate internal teams.

Analyze and make recommendations based on feature requests and bugs reported by users to improve the platform.

Work closely with Product and Engineering teams for updates on user-reported issues.

Test software updates and ensure bug fixes are deployed to production environment before advising customer and closing support tickets.

Maintain a strong team culture of trust, accountability, and commitment to impact.

Assist with special projects and functions as needed.

Maintain a positive, polished, and professional demeanor.

Ability to retain and reiterate substantial product knowledge among a variety of customers/workflows.

Provide occasional brief training webinars to customers when extra hand holding is required.

Adhere to Lucet’s Mission Statement, Core Values, Behaviors, Code of Ethical Business Conduct, and Compliance Program.

Comply with all Federal and applicable State and local laws and Lucet Policies and Procedures regarding privacy, confidentiality, and security of health information, and other designated information.

Qualification

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Customer supportTechnical supportJIRAConfluenceSalesforce LightningIDEA platformsCustomer-centric mindset