Support Analyst

Join a Global Team Making a Lasting Impact with Lumivero 

Are you ready to be part of a team that’s changing the world? At Lumivero, we develop powerful data-intelligence software that empowers users to answer their most pressing questions. Our trusted research, decision-making, and organizational tools help academic and corporate professionals create impactful insights from their most complex data – enabling them to work more efficiently and make informed, confident decisions. 

We are looking for an enthusiastic and engaging problem solver to join our international team of software support experts. You will spend your time helping people overcome small obstacles to better enable them to take advantage of Insights and Impact our great products can offer.

This full-time, remote, global role offers competitive compensation and will report to the Customer Support Manager.

• Provide Tier 1 & 2 technical, and functional support for Lumivero’s products via email, phone, and social media channels.  
• Handle escalated matters as needed from customers.   
• Ensure all service requests are actioned within agreed timeframes, with a focus on maintaining the team’s first day resolution target. 
• Ensure confidentiality of user data is always maintainedin accordance with internal processes & procedures. 
• Assist the Sales team with technical pre-sales consultations for prospective customers. 
• Develop, review, and maintain the support resources (standard responses, procedures, manuals, knowledge base articles, public facing FAQs and internal Wiki topics). 
• Contribute to the team’s ad-hoc tasks such as reporting, procedures and other duties as requested. 
• Serve as a liaison between Customer Support and the Escalations team to assist or gather business requirements needed for bug fixes and new features. 
• Help implementing changes to the Customer Support function in line with business objectives. 
• Monitor and assist in managing the team’s case queue as needed. 

• 3+ year experience working in a Technical Customer Support or Software Support role. Both desktop and server software support preferred. 
• Advanced troubleshooting knowledge of Microsoft Windows and macOS Operating systems. 
• Windows and macOS Application troubleshooting skills and ability to resolve technical problems efficiently and accurately. 
• Experience or knowledge of Cloud based technologies and API communication issues.   
• Excellent communication and organization skills. 
• Persistence and follow-through on difficult queries while showing customer empathy and focusing on customer satisfaction. 
• Experience with data privacy regulations HIPAA and GDPR preferred. 
• Demonstrated team ethics, and an ability to work cooperatively and share knowledge to achieve targets. 
• Ability to work accurately and with a keen eye for detail. 
• Good decision-making ability and a proven ability to work autonomously. 
• Highly motivated, positive, and enthusiastic with initiative and a “can do” attitude. 
• Efficient time management skills to manage multiple tasks and priorities. 

• Experience with software or SaaS companies Desktop and Server Support experience Mac and Windows OS familiarity Salesforce CRM experience 

• Salary:  Base of $65000 - $75000 a year.
• Robust benefits including private healthcare, group income protection, and access to our employee assistance program (EAP). 
• Flexible paid holiday plans.  
• Generous pension contributions.  
• Equity Tracking Units (ETUs) to benefit Lumivero's success. 
• 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. 

Lumivero benefit, compensation and employee equity programs are subject to eligibility requirements and other terms of the applicable plan or program.  

Help Transform Our World with Powerful Insights – Join Our Team! 

At Lumivero, we believe in the power of research and informed problem-solving. Our data-intelligence software helps professionals in academia and business collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. Lumivero empowers them to do it all smarter, better, and faster! 

Our diverse, global team is made up of experts in their fields and dedicated professionals building best-in-field software. We’re passionate about the customers we serve, the products we create, and the problems we solve. 

Lumivero is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.   Equal Employment Opportunity Poster  

Lumivero is an E-Verify Employer. You can review the E-Verify Poster.  Lumivero is committed to supporting individuals requiring accommodation in the application process.  

Once your application is active, our Talent Team will contact you to provide guidance and support during the application and interview process.