Technical Support Engineer

Luminance Technologies Ltd; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading AI technology company in the UK is seeking a Support team member to manage customer queries and maintain relationships. Ideal candidates should have a degree in a scientific discipline, excellent interpersonal skills, and a detail-oriented approach. This role requires effective communication and customer service capabilities. Prior experience in customer-facing activities is desirable, but not essential.

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.

Responsibilities

• Managing customer problems from start to finish and maintaining customer relationships.
• Communicating with the customer and answering their query, bringing in a Technical Specialist if needed.
• Having a comprehensive understanding of the product.

Skills

Interpersonal skills

Communication skills

Problem-solving attitude

Time management

Education

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

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.

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 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 manage accounts and see potential issues through to 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
• 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 and the ability to prioritise effectively
• Experience with customer-facing activities is desirable, but not essential
• Prior experience of eDiscovery is desirable, not essential