Technical Support Engineer

Luminance; Town of Texas (WI); On-site; USD 67,500 - 82,500; Full time

Job summary

Luminance in Wisconsin is seeking a Support team member to provide excellent customer service and manage customer queries. You will handle customer problems, acting as the point of contact and ensuring customer satisfaction.

The ideal candidate will have strong communication skills, a degree in a scientific discipline, and the ability to solve problems effectively. Join Luminance, recognized for pioneering Legal-Grade™ AI, in a vibrant and fast-paced role.

Qualifications

• Bachelor's or Master's degree 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.
• Organized with excellent time management skills.
• Experience with customer-facing activities is desirable.

Responsibilities

• Managing customer problems from start to finish.
• Responsible for communicating with the customer and answering their query.
• Having a comprehensive understanding of the product.
• Understanding the individual use cases and needs of each customer.

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, 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.

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

Compensation - in the range of $75,000 per annum.