• Job Description

  Req#: CUSTO002189
  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!
  
  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:
  
  • Hourly compensation between $22 - $25, PLUS an annual performance-based, discretionary incentive. 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.
  • Health Insurance - $0 premium for employee-only coverage in our core program for those participating in our Wellbeing Incentive Program.
  • 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 & Issue Resolution
    • Respond to and resolve tier one customer support inquiries via tickets, email, and virtual meetings, ensuring timely and thorough resolutions.
    • Differentiate between product issues and expected functionality that may require clearer communication for end users.
  • Product Analysis & Improvement
    • Track and analyze support tickets to identify recurring issues, trends, and patterns in customer feedback.
    • Communicate insights and feedback to Product and Development teams to inform improvements and address concerns.
  • Collaboration & Training
    • Work closely with Product and Engineering teams to monitor user-reported issues and test software updates before deployment.
    • Provide brief training webinars to customers when additional guidance is 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 9-Panel Drug Screen.
  • Preferred Qualifications
    • Familiarity with product support or experience working closely with product teams
    • Bachelor's Degree
  • 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
    • Serve everyone with compassion and lead with empathy.
    • Step up and creating value by taking charge and acting when there is an opportunity.
    • Adapt 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.
    • Responsible with a high level of integrity and ethical standards
    • Intuitive nature to identify compliance irregularities
    • 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.
    • Ability to work effectively across departments to resolve issues and share insights.
  • 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.
  
  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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