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Lumivero · 1 day ago

Customer Support Representative

United States

Full-time

Remote

Entry, Mid Level

$40K/yr - $42K/yr

2+ years exp

Lumivero is a company that develops powerful data-intelligence software aimed at empowering users to make informed decisions. The Customer Support Representative is responsible for being the first point of contact for members, solving problems, answering questions, and ensuring a positive experience for users.

Risk ManagementSoftware

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

Qualification

Technical Customer SupportProblem SolvingSalesforce CRMData Privacy RegulationsMulti-taskingAcademic Work ExperienceCommunicationOrganization SkillsTime ManagementAttention to Detail