Technical Support Engineer

Luminance; City Of London; Vor Ort; GBP 25.000 - 35.000; Vollzeit

Zusammenfassung

Luminance is seeking a customer support professional to act as the primary contact for existing customers, handling ticketing, triage and resolution while coordinating with technical specialists as needed.

You will develop a deep understanding of Luminance products and articulate how features address client pain points, building rapport with users across multinational law firms and enterprise customers.

Qualifikationen

• People person with critical thinking skills
• Experience triaging customer queries
• Strong communication and relationship-building abilities
• Ability to explain product features to solve customer pain points

Aufgaben

• Manage customer problems from start to finish and maintain relationships throughout the support process
• Communicate with customers and respond directly or bring in a Technical Specialist as needed
• Maintain a comprehensive understanding of the product
• Understand the individual use cases and needs of each customer

Jobbeschreibung

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