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Lucid Software offers a leading Visual Collaboration Suite that helps teams see and build the future from idea to reality. With its products—Lucidchart, Lucidspark and Lucidscale—teams can align around a shared vision, clarify complexity, and collaborate visually, no matter where they're located. Top businesses use Lucid's products all around the world, including customers such as Google, GE, and NBC Universal. Lucid's partners include industry leaders such as Google, Atlassian, and Microsoft. 

With a fast-growing team of more than 1,000 employees, we are committed to maximizing collaboration and innovation in the workplace through our products and with our people. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive, whether that’s at home, in the office, or a combination of the two. 

We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we welcome diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Since the company’s founding, Lucid has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and placing #19 on G2’s Best Software Products for 2022 list.

If you’re interested in joining Lucid Softwares Customer Support Teams but don't see an opportunity that you'd like to apply to, please send us your resume. We'll keep your information on file and will reach out if we find a match! 

Lucid Software’s Customer Operations team helps the countless users who rely on Lucid understand how to use our product, and we use the incoming user data to improve the health of these products. We're an operational team that uses both direct support interactions as well as scalable solutions to engage with our global consumers.

As a Product Support Specialist, you'll help launch Lucid's newest products and features and have the opportunity to impact how we help thousands of people around the world.  We represent the voice of the customer and work closely with cross-functional partners throughout Lucid to make our products and processes better. You will work our Engineering and Product Management teams to surface user issues, help improve our products, and streamline our internal and external communication. The Customer Operations team owns the relationships between Lucid products and users. You will be expected to work on the front lines assisting all Lucid customers, troubleshooting technical issues, and representing Lucid in critical situations.

Responsibilities:

• Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs
• Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues
• Identify and monitor key user operational metrics to help drive improvements to our product and support offerings
• Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs.
• Assist in writing clear Help Center and user education content
• Engage with our users in the Lucid Community
• Be available for one weekend per quarter to be the on-call support agent and escalate any top issues or site outages to engineering that occur during this time.

Requirements:

• 1 year practical work experience or a Bachelor's degree with a 3.0 cumulative GPA or higher
• A strong sense of personal ownership and responsibility
• Ability to translate complex technical ideas into simple, easy to understand content
• Strong written and verbal communication skills (both internally and externally)
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
• Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities
• Detail-oriented, organized and a good team player
• Bias towards finding solutions versus shutting down ideas
• Experience troubleshooting technical issues

Preferred Qualifications:

• Experience in content creation
• Basic data analytics or statistical skills
• Teaching or mentoring experience

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