Customer Support Analyst - Citavi - Remote

Overview

Join a Global Team Making a Lasting Impact with Lumivero. As a Customer Support Analyst, you will help users overcome obstacles and maximize the benefits of Lumivero's data-intelligence software.

In Short

• Provide Level 1 & 2 technical and functional support for Lumivero products.
• Develop and maintain support resources like manuals and knowledge base articles.
• Ensure user data confidentiality in accordance with internal processes.
• Collaborate with engineering to identify and fix software issues.
• Learn about program admins and their business objectives.
• Serve as the liaison between customers and support teams.
• Monitor support ticket trends for product improvement opportunities.
• Proactively share ideas to minimize incoming support tickets.
• Strong problem-solving and multi-tasking skills required.
• Fluent in English and German (CEFR Level C1 or C2).

Requirements

• 3+ years of experience in Technical Customer Support or Software Support.
• Proficient in troubleshooting Windows and macOS applications.
• Excellent communication, organization, and time management skills.
• Strong attention to detail and precision.
• Familiarity with cloud-based technologies and API communication preferred.
• Knowledge of data privacy regulations like HIPAA and GDPR is a plus.
• Experience using Salesforce CRM is beneficial.
• Experience with Microsoft SQL Server is a plus.

Benefits

• Annual base salary is €55,000 - €65,000, depending on qualifications.
• Annual performance-based bonus to recognize personal excellence.
• Annual tech stipend for work tools.
• Flexible, remote-first work environment.
• Opportunities for career advancement as Lumivero grows.