Customer Support Representative
Lumivero
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $40,000 - $42,000 per year
About the role
- 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.
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.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical customer supportsoftware supportproduct testingtroubleshootingticket managementknowledge base developmentdata analysiscontent creationcompliance monitoringrisk assessment
Soft skills
problem solvingmulti-taskingcommunicationorganizationtime managementattention to detail