Customer Support Analyst– NVivo

Join a Global Team Making a Lasting Impact with Lumivero 

Are 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. 

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. 

• 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 maintainedin accordance with internal processes & procedures 

• Collaborate with members and engineering to identify, test and fix software issues.   
• Confirm that the resolutions for fix deliveries meet the needs of our customers. 

• Learn about the program admins and their objectives for their business.  A lot of the help we can provide is tied to achieving customer goals in-market in addition to solving the reason for their case request.  
• Serve as the liaison between our customer base and the different teams that support Customer Support.  You are the voice of the customer. 

• Be knowledgeable about all features/areas in the product.   
• Contribute to the internal and member facing knowledge base.  
• Keep an eye on ticket trends for potential enhancements to the product. 
• Share ideas on ticket prevention/deflection to reduce noise. 

• Problem Solver; Multi-tasker 
• 3+ years' experience working in a Technical Customer Support or Software Support role  
• Windows and macOS Application troubleshooting skills and ability to resolve technical problems efficiently and accurately.  
• Excellent communication, organization skills, and time management skills.  
• Strong ability to work with precision and attention to detail. 
• Knowledge of Microsoft Windows and macOS Operating systems  
• Mac and Windows OS familiarity 
• Strong Listening and Communication Skills 

• Experience or knowledge of Cloud based technologies and API communication issues  
• Experience with data privacy regulations HIPAA and GDPR preferred. 
• Salesforce CRM experience 
• Advanced troubleshooting knowledge of Microsoft Windows and macOS Operating systems.  

• Annual base salary is £25,000 - £35,000, 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.

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.