Job Description

At Lumea, clarity, accuracy, and reliability are essential to how our clients experience our technology. The Client Support Specialist is the first point of contact for clients who need help, quick answers, or guidance using our products. You will work closely with our Client Success Managers and technical teams to ensure clients receive fast, accurate support and a consistent, high-quality experience.

This role is ideal for someone who communicates well, learns software quickly, enjoys troubleshooting, and wants a path to grow into future client-facing roles such as Client Success Manager.

Work Location & Training

The first six weeks of training are fully onsite, Monday through Friday. After training, the schedule is hybrid: onsite Monday through Wednesday, remote Thursday and Friday.

Position Summary

The Client Support Specialist serves as Lumea's front-line support. You will answer incoming client questions via email and phone, resolve straightforward issues, perform initial troubleshooting, and escalate advanced or strategic needs to account managers or technical teams. Your work ensures that clients receive timely support and maintain confidence in Lumea's products and processes. Because Lumea's software is specialized, it typically takes about six months to become fully confident. We support you during this ramp-up period, and we value people who are curious, steady, and proactive in their learning.

What You Will Do

Serve as the initial contact for client questions via phone and email. Provide timely and accurate responses to common or urgent client needs Troubleshoot, diagnose, and document software issues, escalating deeper problems as appropriate Maintain and update the Hubspot with clear and complete notes Train clients on how to use Lumea products effectively Capture and relay client feedback to product and development teams Support account managers with context, ticket history, and client insights Collaborate with sales, product, technical, and manufacturing teams to ensure cohesive client support Coordinate with the manufacturing team to help fulfill client orders Use Excel to organize data, track issues, and create simple reports

Required

One year of experience in technical support, customer support, helpdesk, or similar client-facing troubleshooting roles Strong communication skills, with the ability to explain technical issues clearly and calmly Proven ability to learn software systems and work through troubleshooting steps independently Organized documentation habits and consistent follow-through Ability to think creatively and problem-solve from multiple angles Patient, professional, and dependable under pressure Comfort using CRM or ticketing systems Basic Excel skills including sorting, filtering, and simple reporting Ability to complete six weeks of onsite training and follow the hybrid schedule thereafter Commitment to a learning curve of approximately six months to gain deep proficiency in the software

Preferred

Two years of experience in technical support or SaaS support Experience with healthcare, medical software, lab workflows, or regulated environments Familiarity with troubleshooting across multiple applications or systems Experience with root-cause investigation or technical escalation Interest in growing into a Client Success Manager role Relevant certifications or coursework in IT, customer support, or software systems

Education

No degree required Equivalent experience, certifications, or training are welcome (based on updated interpretation of original qualifications)

Physical Requirements

Ability to sit for extended periods
Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Work from home
Work Location: Hybrid remote in Lehi, UT