1st Line Support Agent

Job Description

Job Description

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

• Good problem solving skills with the ability to quickly assess and resolve common technical issues.
• Excellent communication skills, both written and verbal.
• A customer first mindset with a focus on clarity and responsiveness.
• Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
• Experience working in a service desk or support environment is beneficial but not essential - experience with Intercom is a plus.
• Basic understanding of IT systems, networks or software support is desirable.