Analyst, Customer Support

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our purpose is to advocate for and improve the overall well-being of those we serve, through balanced treatment of the mind and body.

When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.

Why join our team at Lucet?

We are a team of collaborative and hard-working professionals working to improve behavioral health outcomes working in a fast-paced and changing environment. At Lucet, no two days are the same. If you find joy in meaningful work and delivering excellent results, we encourage you to apply!

Benefits

We are looking for top-tier skills and experience in our remote-work environment and that’s because we offer top-tier compensation and benefits, which include:

• The starting pay rate that Lucet reasonably expects to pay for this position ranges from $22.00 - $25.00 per hour, PLUS an annual performance-based, discretionary . Compensation is dependent on non-discriminatory factors including but not limited to an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.
• Full Health Benefits – Medical, Dental, and Vision
• 401(k) with competitive employer match
• Company paid life and disability insurance, wellbeing incentives, and parental leave
• Professional development opportunities and tuition reimbursement
• Paid time off including paid time off for volunteering
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.
  
  

What You Will Do - Essential Functions

The Customer Support Analyst position is responsible for providing customer support with a focus on issues related to product functionality and user experience and serves as a member of the Engineering/Support team reporting directly to the Manager of Customer Support. This role requires an understanding of our product and the ability to troubleshoot issues, analyze trends in customer feedback, and relay actionable insights to the Product team. The successful candidate will be a proactive communicator who works collaboratively with cross-functional teams to improve product quality and customer satisfaction.

• Customer Support: Respond to and resolve tier one customer support via support tickets, email, and virtual meetings related to product functionality and performance, ensuring a timely and thorough resolution.
• Product Knowledge: Maintain an in-depth understanding of Lucet's product, including updates, to support troubleshooting and customer inquiries.
• Issue Identification: Differentiate between a product issue and a product feature that is working as expected but might not be clear to end users.
• Escalation & Triage: Identify, recreate, and triage tier two issues to the appropriate team/individual to be addressed and use judgment to escalate as needed.
  
  

Who You Are

• Required Qualifications
• High School Diploma
• 1-3 years’ experience in a customer-facing product support or technical support role, ideally within a SaaS or tech environment.
• Scheduling flexibility that allows for occasional night coverage (generally until 8 PM ET)
• Ability to multi-task in a faced-paced environment and prioritize issues based on urgency
• Previous experience with JIRA, Confluence, Salesforce Lightning, and IDEA platforms preferred
• Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen.
• Someone who embodies our values by:
• Serving everyone with compassion and leading with empathy.
• Stepping up and creating value by taking charge and acting when there is an opportunity.
• Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
• Nurturing growth and belonging by respecting and celebrating everyone for who they are.
• Competencies
• Strong problem-solving and troubleshooting skills with a customer-centric mindset
• Excellent written and verbal communication skills with an empathic and attentive approach to communication
• A passion for helping others and perpetuating a stress-free environment
• Strong organizational and analytical skills
• Comfortable with ambiguity and fast-paced changes in a dynamic environment.
• Working Conditions:
• Work is performed from home with company-provided equipment. Sitting for long periods of time is expected and use of fingers and hands for typing is necessary.
• A quiet workspace with minimal background noise for calls.
• High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds (must be installed before starting).
  

We encourage applicants with a range of experiences who can demonstrate how their qualifications and skills align with the requirements of this role.

This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.