At a Glance
- Tasks: Handle incoming technical support queries via phone and Intercom, resolving straightforward issues promptly.
- Company: Luminance is a pioneer of Legal-Grade™ AI, recognised in Forbes AI 50 and Inc. 5000 lists.
- Benefits: Join a fast-growing company backed by renowned VCs with opportunities for professional development.
- Other info: This role requires a proactive mindset and the ability to manage multiple tasks in a fast-paced environment.
- Why this job: Be part of a team disrupting the legal profession globally with innovative AI solutions.
- Qualifications: Strong problem-solving skills and excellent communication abilities are essential; experience with Intercom is a plus.
The predicted salary is between 25000 - 30000 £ per year.
This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. We are looking for a proactive and customer focused customer support professional to join our tech team. This role is responsible for handling incoming queries and incidents, resolving issues that can be quickly fixed, and ensuring every customer receives a clear and timely response outlining next steps.
Key Responsibilities
- Act as the first point of contact for all technical support queries via phone and Intercom.
- Diagnose and resolve straightforward technical issues promptly and efficiently.
- Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team.
- Provide clear, professional and timely responses to all customers, even when a resolution is not immediate.
- Keep customers informed of progress and expected next steps throughout the lifecycle of their request.
- Maintain accurate records of incidents, resolutions and communications in the support system.
- Follow internal processes and contribute to continuous improvement of support procedures.
- Collaborate with second and third line teams to ensure smooth handover of escalated issues.
Success in This Role
- Success will be measured by the ability to resolve issues quickly where possible, maintain high levels of customer communication, and ensure no query is left without a clear response or next step.
- Strong problem solving skills with the ability to quickly assess and resolve common technical issues.
- Excellent communication skills, both written and verbal.
- Experience with Intercom is a plus.
- A customer first mindset with a focus on clarity and responsiveness.
- Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
- Basic understanding of IT systems, networks or software support is desirable.
- Experience working in a service desk or support environment is beneficial but not essential.
Key Behaviours
- Proactive and solution oriented.
- Calm under pressure.
- Detail focused with good organisational skills.
- Team player with a willingness to learn and develop.
1st Line Support Agent employer: Luminance
Luminance, located in a dynamic tech hub, offers a customer-first approach and values continuous improvement. Employees benefit from a supportive environment and opportunities for growth within a pioneering AI company.
We think you need these skills to ace 1st Line Support Agent
Customer Support
Technical Support
Problem-Solving Skills
Communication Skills
Intercom
IT Systems Knowledge
Organisational Skills
