Technical Customer Support Analyst

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our mission - and our passion - is to improve the lives of the members we serve and be the ideal partner for our providers.

Lucet's unique combination of people and technology has proven to optimize access to behavioral health care providers and increase a health plan's ability to connect members to quality care. With the industry's largest network of care navigators and technology powered by more than six million assessments and more than 20 years of data, Lucet is the only solution proven to successfully identify and connect people across the entire acuity spectrum with the right care in less than five days on average, and often as little as one day.

Our members, providers and partners fully entrust us to deliver outstanding quality care through coordinated behavioral health services, employee assistance programs, organizational consulting, student well-being programs and more.

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.

Job Summary

The Customer Support Analyst position will serve as a member of the Customer Success and Implementation Team and will report directly to the Manager of Customer Support.

Essential Functions

• Provide top-notch tier one support to end-users via support tickets, phone, email, and virtual meetings
• Answer questions and troubleshoot problems for our users in a timely manner with a sense of urgency
• Differentiate between a product issue and a product feature that is working as expected but might not be clear to end users
• Identify, recreate, and triage tier two issues to appropriate team/individual to be addressed and use judgement to escalate as needed
• Analyze and make recommendations based on feature requests and bugs reported by users to improve the platform
• Work closely with Product and Engineering teams for updates on user-reported issues
• Test software updates and ensure bug fixes are deployed to production environment before advising customer and closing support tickets
• Coordinate with customers on urgency of enhancement requests and communicate this to appropriate internal teams
• Maintain a strong team culture of trust, accountability, and commitment to impact
• Assist with special projects and functions as needed; other duties as assigned
• Maintain a positive, polished, and professional demeanor
• Ability to retain and reiterate substantial product knowledge among a variety of customers/workflows
• Provide occasional brief training webinars to customers when extra hand holding is required
• Call upon therapists intermittently to drive interest in platform and offer assistance in setup

Job Qualifications

Required

• Bachelor's degree or relevant work experience
• 1-3 years' experience in a customer-facing product support or similar role
• A passion for helping others and perpetuating a stress-free environment
• An empathic and attentive approach to communication
• Strong organizational, analytical, and communication skills
• Scheduling flexibility that allows for occasional night coverage (generally until 8PM EST)
• Ability to multi-task in a faced-paced environment and prioritize issues based on urgency
• Previous experience with JIRA, Confluence, Salesforce Service Cloud, and Aha! platforms preferred

Working Conditions

• Physical - Constant
  • must be able to remain in a stationary position
  • must be able to move about inside the office
  • must be able to communicate and exchange information with others
  • must be able to inspect information
  • must be able to perform repetitive motion with arms and fingers
• Mental - Constant
  • must be able to interpret data
  • must be able to problem solve
  • must be able to make decisions
  • must be able to organize and plan

Salary and Other Compensation:

The starting salary that Lucet reasonably expects to pay for this position ranges from $48,000 - $56,000 annually, depending on circumstances including an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.

This position is eligible for a bonus in accordance with the terms of Lucet's