Technical Support Engineer | London

Luminance Technologies Ltd.; New York (NY); On-site; USD 50,000 - 90,000; Full time

Job summary

An exciting opportunity awaits at a fast-growing AI company that is revolutionizing the legal industry. As part of the Support Team, you will be the first point of contact for customers, managing their inquiries and ensuring seamless integration of our innovative technology. This role is perfect for a people-oriented individual with strong problem-solving skills who enjoys building relationships and helping clients succeed. Join a dynamic team in a modern office environment, where your contributions will directly impact our growth and customer satisfaction. If you're passionate about technology and customer service, this could be the perfect fit for you!

Benefits

Work from Anywhere for Two Weeks

Paid One Month Sabbatical After Three Years

Additional Holiday for 'Superstar' Employees

Modern Office Locations

Qualifications

• Bachelor's or Master's degree required with a strong GPA.
• Excellent communication and interpersonal skills are essential.

Responsibilities

• Manage customer problems from start to finish.
• Communicate effectively with customers regarding their queries.
• Understand individual customer needs and product features.

Skills

Interpersonal Skills

Communication Skills

Problem-Solving

Time Management

Detail-Oriented

Education

Bachelor's Degree in Scientific or Analytical Discipline

Master's Degree in Scientific or Analytical Discipline

Job description

Want a fast-paced, rewarding career at a fast-growing, global tech company?

Luminance is a young AI company that is growing rapidly: today, Luminance’s technology is helping over 600 customers in 70 countries globally. With ambitious growth plans, we are looking for bright, passionate and hungry people across a wide range of roles.

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.

Support Team Role

Luminance is looking to hire into its Support function: this team acts 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, but not essential.

Employee Benefits

• Modern offices that are located in the heart of London, Cambridge and New York.
• 'Superstar' employees unlock an additional 2 days holiday for that year, vouchers for their team and the ability to 'work from anywhere' for two weeks of the year.
• Paid one month sabbatical after three years' employment.

To apply, send your CV and cover letter indicating the opportunity you are interested in to [e-mail] - join us in shaping the future of AI technology.