Technical Support Engineer in London

OverviewThis is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade AI for enterprise. Backed by internationally renowned VCs and named in 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 globally. Luminance is looking to hire into its Support function: this team acts as the first response to prospective customers and customer issues alike, helping facilitate a seamless execution of Luminance\’s technology within their environment. A Support team member is the point of contact for existing customers, triaging questions or issues and coordinating with other departments to provide excellent communication and customer service. You will enjoy managing accounts and guiding inquiries to resolution. This role involves building rapport and cultivating relationships with customers ranging from multinational law firms to global manufacturers, retailers and pharmaceutical companies. Once trained, team members will have a high level of working knowledge of Luminance\’s products and will be able to explain how to use product features to solve customer pain points. Location: London, United Kingdom.

Responsibilities

Managing customer problems from start to finish and maintaining customer relationships throughout the whole support process

Communicating with the customer and answering their query, whether that is responding directly on simple issues or bringing in a Technical Specialist to assist further

Having a comprehensive understanding of the product

Understanding the individual use cases and needs of each customer

Requirements

Bachelor\’s or Master\’s degree in a scientific or analytical discipline with a 2:1 or above (UK) or GPA of 3.5 or above (US)

Excellent interpersonal and communication skills, both verbal and written

Desire to work in a customer-facing role

Highly-detailed oriented with a problem-solving attitude

Organised with excellent time management skills with an ability to prioritise effectively

Experience with customer-facing activities is desirable, but not essential

Prior experience of eDiscovery is desirable, not essential

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

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