# Product Support Specialist

**Company**: Lucid Software
**Location**: Raleigh, NC
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/lucidsoftware/jobs/6109950004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_846ad5bf-ebf

## Description

As a Technical Product Support Specialist on the Customer Operations team, you will be on the front lines interacting with Lucid’s customers. You will be expected to drive solutions with professional communication and internal cross collaboration.

You'll help launch Lucid's newest cutting edge products and features and have the opportunity to impact how we help thousands of people around the world through our help centers, online communities, and email support.

You will work closely with various functions within Lucid to surface user issues, to help make our products better, and to streamline our internal operations.

**Responsibilities**

- Develop and maintain product expertise and work closely with other support and product team members to resolve user issues

- Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs

- Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs

- Identify and monitor key user operational metrics to help drive improvements to our product and support offerings

- Represent Lucid by growing and managing a Lucid product community, building healthy relationships with users to resolve issues, and driving community strategies to ensure forum health and users’ questions/feedback receive quality, timely answers

- Effectively build relationships and value with Lucid’s customers by providing exceptional support tailored to our customer’s needs

- Contribute to content strategy, helping develop clear Help Center and user education content and analyze user behavior data and make content improvements based on metrics

**Requirements**

- 2 years practical work experience and/or a Bachelor's degree with strong academic performance

- A strong sense of personal ownership and responsibility

- Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results

- Ability to translate complex technical ideas into simple, easy to understand content

- Strong written and verbal communication skills (both internally and externally)

- 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

## Skills

### Required
- problem-solving
- analytical capabilities
- written and verbal communication
- product expertise

### Nice to have
- Experience optimizing systems and driving improvements
- Basic Project Management experience
- Teaching or mentoring experience
- A strong understanding of user experience principles
- Technical aptitude and troubleshooting skills
- Experience working with AI Agent or curating LLMs

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/lucidsoftware/jobs/6109950004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)