1st Line Support Agent

Luminance; Greater London; Hybrid; GBP 25,000 - 34,000; Full time

Job summary

Luminance is seeking a proactive, customer-focused support professional to join our tech team. This role handles incoming queries and incidents, resolves simple issues quickly, and ensures customers receive timely next steps with clear communication.

You will act as the first point of contact via phone and Intercom, log and triage issues, escalate where needed, and collaborate with second and third line teams to ensure smooth handovers and continuous improvement of support processes.

Qualifications

• Strong problem solving skills to assess and resolve common technical issues.
• Excellent communication skills, both written and verbal.
• Experience with Intercom is a plus.
• 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.

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.

Skills

Strong problem solving

Excellent communication

Customer first mindset

Multitasking / prioritisation

Calm under pressure

Tools

Intercom

Job description

This is a fantastic opportunity to join Luminance, thepioneer 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.

• 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.