📍 Job Overview

• Job Title: Customer Support Analyst - Predict
• Company: Lumivero
• Location: Canada (Remote)
• Job Type: Full Time Employee
• Category: Customer Support & Success
• Date Posted: 2025-06-17
• Experience Level: 2-5 years
• Remote Status: Remote OK

🚀 Role Summary

• Key Responsibilities: Provide technical and functional support for Lumivero's suite of products, including installation, integration, bug testing, and troubleshooting. Maintain customer success by ensuring full familiarity with Predict!'s architecture, installation process, and possible technical configurations and integrations. Collaborate with internal teams to escalate matters, issues, opportunities, successes, and failures.

• 📝 Enhancement Note: This role requires a strong problem-solving mindset, excellent communication skills, and a keen attention to detail. The ideal candidate will be able to multitask and work efficiently under pressure to ensure customer satisfaction and drive product success.

💻 Primary Responsibilities

• Customer Support:

  • Provide Level 1 & 2 technical and functional support for Lumivero's products via email, chat, phone, and social media channels.
  • Ensure confidentiality of user data is always maintained in accordance with internal processes and procedures.
  • Own and manage tickets to troubleshoot and solve technical issues.
  • Provide second-line helpdesk support, including on-site or via screenshares where appropriate.
  • Identify and log potential improvements to the software, technical workarounds, or make technical documentation updates.

• Predict Installation and Integration / Bug Testing / Troubleshooting:

  • Scope, prepare, execute, and document installations and technical configurations of Lumivero's software offering.
  • Work on customer premises or in the cloud.
  • Maintain, enhance, and use change requests, work plans, and installation documents.
  • Configure Predict!'s optional modules and integrations, such as Single Sign On, API interfaces, and email servers.
  • Install and maintain Lumivero's Predict! environments.
  • Provide technical consultancy, for example, helping customers to leverage the Predict! API.

• Customer Success:

  • Maintain full familiarity with Predict!'s architecture, installation process, possible technical configurations, and integrations.
  • Provide customers and internal stakeholders with accurate and timely technical information.
  • Support the Sales & Marketing team to answer technical questions in bids or in producing marketing material for technical services.
  • Escalate matters, issues, opportunities, successes, and failures within and across Lumivero's teams.

🎓 Skills & Qualifications

Education: Relevant degree or diploma in Computer Science, Information Technology, or a related field.

Experience: 3+ years working in a Technical Customer Support or Software Support role.

Required Skills:

• Problem Solving; Multi-tasker
• Windows and macOS application troubleshooting skills
• Strong ability to work with precision and attention to detail
• Knowledge of Microsoft Windows and macOS operating systems
• Strong listening and communication skills
• Security clearance will be required for this post and will be arranged by Lumivero.

Preferred Skills and Experience:

• 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

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate strong problem-solving skills and attention to detail through past projects or case studies.
• Showcase experience in technical customer support or software support roles.
• Highlight any experience with cloud-based technologies, API communication issues, or data privacy regulations.

Technical Documentation:

• Provide examples of technical documentation updates or improvements made in previous roles.
• Demonstrate familiarity with customer support case management processes and systems.

💵 Compensation & Benefits

Salary Range: $68,000 - $75,000 CAD per year, depending on qualifications.

Benefits:

• 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.

🎯 Team & Company Context

Company Culture:

• Industry: Data Intelligence Software
• Company Size: Medium (100-250 employees)
• Founded: Not specified
• Team Structure: Global, remote-first team with experts in their fields and dedicated professionals building best-in-field software.
• Development Methodology: Not specified

Career & Growth Analysis:

• Web Technology Career Level: Entry to Mid-level (2-5 years of experience)
• Reporting Structure: Reports to the Customer Support Manager or similar role.
• Technical Impact: Directly impacts customer satisfaction, product success, and internal team collaboration.

Growth Opportunities:

• Opportunities for career advancement as Lumivero grows.
• Potential to develop technical leadership skills and advance within the customer support or software support team.

🌐 Work Environment

Office Type: Remote-first, global team with flexible work arrangements.

Office Location(s): Canada (Remote)

Workspace Context:

• Collaborative global team environment with experts in their fields.
• Flexible work arrangements and remote work opportunities.
• Opportunities to work with diverse customers and internal teams.

Work Schedule: Full-time, 40 hours per week. Flexible hours may be required to accommodate customer time zones.

📄 Application & Technical Interview Process

Interview Process:

1. Initial screening call to assess communication skills and cultural fit.
2. Technical interview to evaluate problem-solving skills, attention to detail, and familiarity with Windows and macOS operating systems.
3. Final interview with the Customer Support Manager or similar role to discuss career growth and expectations.

Portfolio Review Tips:

• Prepare case studies or examples demonstrating strong problem-solving skills and attention to detail.
• Highlight any experience with cloud-based technologies, API communication issues, or data privacy regulations.
• Be ready to discuss technical documentation updates or improvements made in previous roles.

Technical Challenge Preparation:

• Brush up on Windows and macOS application troubleshooting skills.
• Familiarize yourself with Lumivero's products and their features.
• Prepare for questions related to customer support case management processes and systems.

ATS Keywords: Customer Support, Technical Support, Software Support, Windows Troubleshooting, macOS Troubleshooting, Problem Solving, Multi-tasking, Attention to Detail, Cloud Technologies, API Communication, Data Privacy Regulations, Salesforce CRM, Technical Documentation, Customer Success, Installation, Configuration, Troubleshooting

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Lumivero's support case management processes and systems
• Email, chat, phone, and social media channels for customer communication

Operating Systems:

• Microsoft Windows
• macOS

Cloud Technologies:

• Not specified

👥 Team Culture & Values

Customer Support Values:

• Strong problem-solving mindset
• Excellent communication skills
• Keen attention to detail
• Ability to multitask and work efficiently under pressure
• Strong customer focus and commitment to customer satisfaction

Collaboration Style:

• Global, remote-first team with experts in their fields
• Collaborative environment with opportunities to work with diverse customers and internal teams
• Flexible work arrangements and remote work opportunities

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting technical issues for diverse customers and products
• Maintaining customer confidentiality and data privacy in accordance with internal processes and procedures
• Keeping up-to-date with product updates, new features, and technical documentation

Learning & Development Opportunities:

• Opportunities to learn and grow within the customer support or software support team
• Potential to develop technical leadership skills and advance within the organization
• Exposure to diverse customers and internal teams, fostering a well-rounded skill set

💡 Interview Preparation

Technical Questions:

• Windows and macOS application troubleshooting scenarios
• Customer support case management processes and systems
• Cloud-based technologies and API communication issues
• Data privacy regulations (HIPAA and GDPR)

Company & Culture Questions:

• Lumivero's products and their features
• Customer support team dynamics and collaboration
• Career growth and advancement opportunities within the organization

Portfolio Presentation Strategy:

• Prepare case studies or examples demonstrating strong problem-solving skills and attention to detail
• Highlight any experience with cloud-based technologies, API communication issues, or data privacy regulations
• Be ready to discuss technical documentation updates or improvements made in previous roles

📌 Application Steps

To apply for this Customer Support Analyst - Predict position:

1. Submit your application through the application link.
2. Prepare case studies or examples demonstrating strong problem-solving skills and attention to detail.
3. Highlight any experience with cloud-based technologies, API communication issues, or data privacy regulations.
4. Familiarize yourself with Lumivero's products and their features.
5. Research Lumivero's company culture and values to ensure a strong cultural fit.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.