At a Glance
- Tasks: Be the first point of contact for tech support and resolve customer queries.
- Company: Join Luminance, a leading AI company transforming the legal industry.
- Benefits: Competitive pay, growth opportunities, and a dynamic work environment.
- Other info: Fast-paced team atmosphere with a focus on learning and development.
- Why this job: Make a real difference by helping customers with innovative technology.
- Qualifications: Strong problem-solving skills and excellent communication abilities.
The predicted salary is between 30000 - 40000 € per year.
This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe. 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.
Requirements
- 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.
Response Squad Agent in London employer: Luminance
Luminance is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the cutting-edge field of AI technology. Employees benefit from a strong focus on professional development, with opportunities to grow alongside a rapidly expanding company recognised for its contributions to the legal sector. Located in a vibrant area, Luminance promotes a culture of inclusivity and support, ensuring that every team member feels valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Response Squad Agent in London
✨Tip Number 1
Get to know the company inside out! Research Luminance and its AI solutions so you can speak confidently about how you can contribute. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills! Since this role is all about clear and timely responses, try role-playing common customer queries with a friend. This will help you articulate your thoughts better during the interview.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved issues quickly. Be ready to share these stories in your interview to demonstrate your proactive mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our team at StudySmarter!
We think you need these skills to ace Response Squad Agent in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Response Squad Agent role. Highlight your customer support experience and any relevant technical skills, as we love seeing how you can fit into our team!
Show Off Your Communication Skills:Since excellent communication is key for this role, use clear and concise language in your application. We want to see how you articulate your thoughts, so don’t hold back on showcasing your writing prowess!
Demonstrate Problem-Solving Abilities:In your application, share examples of how you've tackled technical issues or customer queries in the past. We’re looking for proactive problem solvers who can think on their feet, so let us know how you’ve made a difference!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Luminance
✨Know Your Tech Basics
Brush up on your understanding of IT systems and networks. Since the role involves diagnosing technical issues, being able to speak confidently about common problems and solutions will impress the interviewers.
✨Show Off Your Communication Skills
Practice articulating your thoughts clearly and concisely. Since excellent communication is key in this role, consider doing mock interviews with friends or family to refine your verbal and written skills.
✨Demonstrate Your Customer Focus
Prepare examples that showcase your customer-first mindset. Think of times when you went above and beyond to help a customer or resolved an issue efficiently, as this will highlight your proactive approach.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific situations, like a difficult customer or a complex technical issue. Practising these scenarios can help you respond calmly and effectively during the interview.
