Customer Support Analyst

Join a team that's making an IMPACT 

Lumivero offers custom-built software solutions that allow users to leverage tools to answer the important questions they are working to decode. We bring trusted research, decision-making, and organizational tools together that enable professionals to do their work efficiently and productively and to make decisions more confidently. With a focus on transforming data, empowering real-time collaboration, and creating impactful insights, Lumivero creates a central data landscape across which its users can identify patterns and trends on which they can take decisive action. 

We are looking for a Support Analyst to join our global support team to deliver efficient and high-quality customer support for our Lumivero product users. In this role, you will provide Level 1 & 2 support to our users, resolving issues ranging from simple fixes to identifying bugs in the product. You'll also help make our product support better by contributing to our knowledge base and internal Wiki. As a Customer Centric company, the Support Analyst will have a deep understanding of our customers, aiding them in resolving issues and helping them achieve their goals. 

Our ideal candidate will leverage excellent communication skills and technical abilities to become a trusted resource for Lumivero’s customers, guiding them through best practices, answering "how to" questions, and/or troubleshooting technical issues as required. They should be curious, dedicated to resolving product issues, and, most importantly, care deeply about the customer. 

This role is full-time and remote with the option for hybrid work in Melbourne, AUS. This person will report to the Technical Customer Support Manager. 

If you are looking to make an impact within a talented Product Support Team, then read on: 

Responsibilities

Request Response 

• Provide Level 1 & 2 technical and functional support for Lumivero’s suite of products via email, phone, and social media channels.   
• Develop, review, and maintain the support resources including standard responses, procedures, manuals, knowledge base articles, public-facing FAQs and internal Wiki topics. 
• Ensure confidentiality of user data is always maintained in accordance with internal processes & procedures.

• Collaborate with members and engineering to identify, test, and fix software issues.   
• Confirm resolutions on fix deliveries, meeting the needs of our customers. 

• Learn about the program admins and their objectives for their business.  Aid the customer in achieving their in-market goals in addition to resolving their case request. 
• Serve as the liaison between our customer base and the different departments that support Customer Support. Be the voice of the customer for our internal teams. 

Ticket Prevention / Deflection 

• Be knowledgeable about all features/areas in the product. Stay up to date with updates, new features, and product changes. 
• Contribute to the internal and member-facing knowledge base.  
• Keep an eye on ticket trends for potential enhancements to the product. 
• Share ideas on ticket prevention/deflection to reduce noise. 

Requirements

• 0-3 Years of customer support experience. 
• Possess a high degree of technical proficiency with software.
• Proven ability to resolve customer problems while working in a multi-tasking environment. 
• Excellent time management skills. 
• Experience with data privacy regulations HIPAA and GDPR preferred. 
• Knowledge of Microsoft Windows and macOS Operating systems.

Preferred Qualifications

• 3 + Years of experience in a related role or field.
• Experience or knowledge of Cloud-based technologies and API communication issues.  
• Ability to express compassion and empathy.
• Strong listening and communication skills. Demonstrated skills with active listening. Demonstrated ability to communicate effectively over the phone, email, chat, and video calls. 

Creating insights is the core of everything we do.

At Lumivero, our mission is to enable customers to organize, analyze and report on data to gain compelling new insights that spark action. Lumivero leverages the combined capabilities of leading data software solution providers, QSR International, Palisade, Tevera and Addinsoft, to empower customers in business and academia to make an impact like never before.

Lumivero team members are operating across five continents in a remote-first work environment. This global commitment helps us to continuing to keep our users our top priority, and positions us to provide better experiences, better support, and better products with global impact.