About the job
Join Luminance, the trailblazer in Legal-Grade™ AI for enterprises, and seize an incredible opportunity to shape the future of the legal profession globally. Luminance is recognized as one of the 'Most Promising Private AI Companies in the World' by Forbes and is listed among the 'Fastest Growing Companies in America' by Inc. 5000, backed by esteemed international venture capitalists.
We are seeking a dedicated and customer-centric support professional to enhance our dynamic tech team. In this pivotal role, you will manage incoming queries and incidents, swiftly resolve straightforward issues, and ensure that every customer receives timely updates and clear next steps.
Key Responsibilities
- Serve as the primary point of contact for all technical support inquiries through phone and Intercom.
- Efficiently diagnose and resolve common technical problems.
- Triage complex issues, ensuring they are accurately recorded and escalated to the appropriate teams.
- Provide professional and timely communication to customers, even when immediate solutions are not available.
- Keep customers informed about the progress and expected next steps throughout their request's lifecycle.
- Maintain precise records of incidents, resolutions, and communications within the support system.
- Adhere to internal processes while contributing to the ongoing improvement of support procedures.
- Collaborate with second and third-line teams to ensure a seamless handover of escalated issues.
Success in This Role
Your success will be gauged by your ability to swiftly resolve issues, uphold high standards of customer communication, and ensure that no query is left without a clear response or next step.
Requirements
- Demonstrated problem-solving capabilities with a knack for quickly assessing and resolving common technical challenges.
- Exceptional communication skills, both written and verbal.
- Experience with Intercom is advantageous.
- A customer-first mentality focused on clarity and responsiveness.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- A foundational understanding of IT systems, networks, or software support is preferred.
- Previous experience in a service desk or support environment is a plus but not mandatory.
Key Behaviors
- Proactive and solution-oriented.
- Composed under pressure.
- Detail-oriented with strong organizational skills.
- A collaborative team player eager to learn and grow.
