Customer Support Analyst - Citavi

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. 

Key Responsibilities

• Provide Level 1 & 2 technical, and functional support for Lumivero’s suite of products via email, chat,phone, and social media channels.   

• Develop, review, and maintain the support resources (standard responses, procedures, manuals, knowledge base articles, public facing FAQs and internal Wiki topics) 

• Ensure confidentiality of user data is always maintainedin accordance with internal processes & procedures 

Bug Testing / Troubleshooting 

• 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 User Base 

• 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. 

Ticket Prevention / Deflection 

• Develop and maintain a strong understanding of all product features and areas. 

• Regularly contribute to both internal and customer-facing knowledge bases. 

• Monitor support ticket trends to identify opportunities for product improvements. 

• Proactively share ideas and strategies to minimize incoming tickets and reduce support volume. 

Required Skills and Experience

• Strong problem-solving and multi-tasking skills 

• 3+ year experience working in a Technical Customer Support or Software Support role  

• Proficient in troubleshooting Windows and macOS application, with the ability to resolve technical issues efficiently and accurately 

• Excellent communication, organization skills, and time management skills.  

• Strong attention to detail and a high degree of precision 

• Fluent in English and German (CEFR Level C1 or C2) 

Preferred Skills and Experience

• Familiarity with cloud-based technologies and API communication 

• Knowledge of data privacy regulations, including HIPAA and GDPR 

• Experience using Salesforce CRM 

• Experience with Microsoft SQL Server  

Benefits

• Annual base salary is €55,000 - €65,000, 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.