As a Technical Support Specialist on the Enterprise Customer Operations team, you will be on the front lines interacting with Lucid's biggest and most strategic customers. Specifically, as the founding member of the Lucid Enterprise Support team in North Carolina, there will be an opportunity to work closely with our Utah and Amsterdam offices, bridging the gap between our European and North American Support teams. You will be expected to drive solutions with professional communication and internal cross-collaboration with our Product and Engineering organization.
As a technical point of contact, you will be responsible for aligning with Customer Success and Sales to ensure effective and efficient communication with these customers. The majority of our communication is done over email, but Technical Product Support Specialists are expected to be comfortable representing Lucid over a screen share or phone call as needed to solve complex issues. You should also be comfortable representing Lucid in helping strategic users and administrators that are critical to that customer's Lucidchart environment and usage. Understanding the core Lucid business strategy and working to help enable that strategy through our daily work is key to our team's success. On an individual level, you will be expected to own areas of Product expertise and to serve as an escalation path for other members of the Customer Operations team.
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