Technical Support Engineer

Luminance; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Luminance seeks a dedicated Support team member to enhance customer relations and manage queries effectively. This role requires a Bachelor's or Master's degree in a relevant field, exceptional communication skills, and a customer-oriented attitude. Successful candidates will thrive in a dynamic environment assisting diverse clientele ranging from law firms to global retailers.

Qualifications

• 2:1 or above (UK) or GPA of 3.5 or above (US).
• Experience in customer-facing activities is desirable.
• Prior experience of eDiscovery is desirable.

Responsibilities

• Manage customer problems from start to finish while maintaining relationships.
• Communicate with customers and answer queries directly or via Technical Specialist.
• Understand product for effective customer solutions.

Skills

Interpersonal skills

Communication skills

Problem-solving

Organizational skills

Education

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

Job description

This is a fantastic opportunity to join market-leading UK company, Luminance. Named in Tech Nation's prestigious Future Fifty list and the recipient of two Queen's Awards, Luminance is the world's most advanced AI technology which is disrupting the legal profession. 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
  
  
  

Requirements

• 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