Technical Support Engineer

Luminance; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology firm in the UK is looking for a Support team member to manage and resolve customer queries. This role involves building relationships with clients and understanding their needs while facilitating the use of innovative products. Ideal candidates will have strong interpersonal skills and a degree in a relevant field. Previous experience in a customer-facing role is preferred but not mandatory.

Qualifications

• Degree with 2:1 or above (UK) or GPA of 3.5 or above (US).
• Excellent verbal and written communication skills.
• Desire to work in a customer-facing role.

Responsibilities

• Manage customer problems from start to finish.
• Communicate with customers and answer queries.
• Understand the product comprehensively.
• Recognize individual use cases and customer needs.

Skills

Interpersonal skills

Communication skills

Problem-solving

Time management

Education

Bachelor's or Master's degree in a scientific or analytical discipline

Job description

Overview

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.

Luminance is looking to hire into its Support function: this team act as the first response to prospective customer and customer issues alike, helping facilitate a seamless execution of Luminance’s technology within their own environment.

A Support team member is the point of contact for existing customers, acting as the triage centre for all customer questions or issues. You will be responsible for ticketing, managing and solving all customer queries, either handling them directly or liaising with other departments in the business to provide excellent communication and customer service. You will enjoy managing accounts, and seeing any potential issues through to a resolution.

This role is all about building rapport and cultivating relationships with our prospective customers and customers, who span from multinational law firms and manufacturing companies to global retailers and pharmaceutical giants. Once trained up, members of the Support team 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. The ideal candidate will be a real ‘people person’ with critical thinking skills and a desire to solve problems.

Responsibilities

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

Qualifications

• 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-detail 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 but essential