Product Support Specialist, EMEA - Lucid Software

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. 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 value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fortune Best Workplaces in Technology, and the PEOPLE Companies that Care list all for multiple consecutive years. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft. 

We are on the lookout for a support specialist who will be responsible for providing top-notch support, promoting product adoption, communicating best practices and creating educational content. You will be responsible for our scaled customer pool. If you’re excited about customer success and look forward to joining a collaborative team working in a fast-paced, ever-evolving environment, you’ll be an ideal candidate for this role. 

Responsibilities

• Customer Support: Serve as the initial point of contact for customer inquiries via chat and email.
• Ticket Management: Utilize tools to effectively log, track, and manage support cases.
• User Support & Training: Conduct onboarding and training sessions to enhance user experience.
• Create educational content: Proactively identify common queries and address them in self-serve articles to continuously improve customer support.
• Listen to user feedback: Act as the customer's advocate within the company.
• Become a product expert: Develop into a go-to resource for both customers and colleagues.

Requirements:

• 1+ years of customer support experience in a B2B software company.
• Exceptional written and verbal communication skills in English. 
• Proactive, organized, empathetic, collaborative, positive and flexible.
• Organized and task-oriented, with a strong focus on deadlines, accuracy and timely delivery
• Comfortable adapting to a fast-paced and rapidly changing business environment
• Located in either Germany or The Netherlands

Preferred Qualifications:

• Knowledge of an additional language.
• Experience in product management

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