Technical Support Specialist

We’re looking for an outstanding Technical Support Specialist to join our team and be part of a life-changing technology that improves the world’s metabolic health and quality of life.

The role includes assisting customers post-sale with technical troubleshooting, investigating bugs closely with our Engineering teams, and analyzing data to assist our customers. We are big believers in proactively engaging our customers to make them part of the Lumen family.

This is an excellent opportunity for anyone who is looking for a long-term position with outstanding growth potential in a continuously growing company.

We’re all about teamwork. The role includes working with a great bunch of scientists, developers, and product people.

You will work Sundays through Thursdays in 2 shifts: morning and evening, IL time, to accommodate global customers.

Responsibilities:

As a Technical Support Specialist, you will be responsible for providing outstanding technical support and product assistance to customers worldwide through online chat, calls, emails, and social media

• Ensure high levels of customer satisfaction.
• This technical role requires advanced troubleshooting and technical investigation experience.
• Provide outstanding technical support and product assistance to customers globally through online chat, calls, emails, and social media.
• Collaborate with Product, Marketing, and Development teams on various cross-functional activities.
• Utilize advanced troubleshooting and technical investigation skills to resolve customer issues.
• Provide feedback to the development team on recurring issues to improve product performance.
• Create and update technical documentation and FAQs to assist customers in resolving common issues.
• Continuously improve support processes and customer experience by suggesting and implementing enhancements.

What we’re looking for

• Native English speaker
• Technical troubleshooting experience - minimum 2 years
• Customer-oriented, great communication and interpersonal skills
• Passionate to provide great service to customers worldwide
• Ability to multitask without compromising quality
• Strong capabilities in building organized processes and structured documentation
• Team player
• Experience with SQL- Must
• Knowledge and experience with nutrition/metabolism/health, or desire to learn about them - Advantage