Customer Support Analyst

Join a Global Team Making a Lasting Impact with LumiveroAre 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.The Customer Support Analyst:We are looking for an enthusiastic and engaging problem-solver Support Analyst to join our global support of software support experts to deliver efficient and high-quality Customer Support for our Lumivero product users. You will spend your time helping people overcome small obstacles to better enable them to take advantage of the Insights and Impact our great products can offer.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. Key Responsibilities Provide Level 1 & 2 technical, and functional support for Lumivero’s suite of products via email, chat, phone, and social media channels. Ensure confidentiality of user data is always maintained in accordance with internal processes & proceduresBe involved in testing and documentation before a product or patch is delivered to customers.Predict Installation and integration/ Bug Testing / Troubleshooting:Scope, prepare, execute and document installations and technical configurations of Lumivero’s software offering.Work on customer premises or in the cloud.Maintain, enhance and use change requests, work plans and installation documents.Configure Predict!’s optional modules and integrations e.g. Single Sign On, API interfaces, email servers.Install and maintain Lumivero’s Predict! environments.Technical consultancy, for example: helping customers to leverage the Predict! API.Customer Support:Use Lumivero’s support case management processes and systems.Own and manage tickets to trouble-shoot and solve technical issues.Provide second-line helpdesk support, including on-site or via screenshares where appropriate.Identify and log potential improvements to the software, technical workarounds or make technical documentation updates.Customer success:Maintain full familiarity with Predict!’s architecture, installation process, possible technical configurations and integrations.Provide customers and internal stakeholders with accurate and timely technical information.Support the Sales & Marketing team to answer technical questions in bids, or in producing marketing material for technical services.Escalate matters, issues, opportunities, successes and failures, within and across Lumivero’s teams. Required Skills and Experience Problem Solver; Multi-tasker3+ year experience working in a Technical Customer Support or Software Support roleWindows and macOS Application troubleshooting skills and ability to resolve technical problems efficiently and accurately. Strong ability to work with precision and attention to detail.Knowledge of Microsoft Windows and macOS Operating systemsMac and Windows OS familiarityStrong Listening and Communication SkillsSecurity clearance will be required for this post and will be arranged by Lumivero. Preferred Skills and Experience Experience or knowledge of Cloud based technologies and API communication issuesExperience with data privacy regulations HIPAA and GDPR preferred.Salesforce CRM experienceAdvanced troubleshooting knowledge of Microsoft Windows and macOS Operating systems. Benefits Annual base salary is 68,000 - 75,000 CAD depending on qualifications. An annual performance-based bonus to recognize personal excellence.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. Additional Information 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. 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.

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