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 is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Cambridge. With a commitment to employee growth, we provide ample opportunities for professional development while working on cutting-edge AI solutions that impact the legal industry globally. Join us to be part of a forward-thinking team that values your expertise and encourages meaningful contributions to our prestigious client base.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Luminance. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Luminance before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Luminance:Your cover letter is your chance to shine! Tell us why you want to work at Luminance specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Luminance!
How to prepare for a job interview at Luminance
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
