Customer Support Representative

Lumivero develops powerful data-intelligence software for academic and corporate professionals, enabling impactful insights from complex data. The company values research, decision-making, and organizational tools to help users work efficiently and confidently.

Location: Remote (US)

Salary: $40,000–$42,000/yr

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.

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.