About this role
As an LCA Support Specialist, you will help customers successfully perform Life Cycle Assessments themselves using Ecochain's software. Rather than conducting LCAs for customers, you will guide them in using the platform, answer technical and methodological questions, and help them become successful users of our software. In addition, you will play an important role in continuously improving our Help Center, AI support, and customer experience. Your Responsibilities As an LCA Support Specialist, you will support customers throughout their journey with Ecochain's software. Your responsibilities include: Answering customer questions about both LCA methodology and our software via Intercom, email, and "Talk to an Expert" sessions. Guiding customers in performing Life Cycle Assessments independently using Ecochain's software, helping them become successful users of the platform. Troubleshooting software issues and collaborating with Product, Engineering, Customer Success, and Professional Services to resolve complex cases and continuously improve the customer experience. Maintaining and improving our Help Center, AI Chat, and other self-service resources to increase support quality and AI response accuracy. Analyzing support trends, preparing monthly support reports and newsletters for LCA Support Plan customers Continuously developing your knowledge of our software, LCA methodology, environmental databases, and sustainability developments. Every day brings a different mix of customer questions, technical challenges, and opportunities to improve both the customer experience and our support processes.