1st Line Support Agent
Luminance is an enterprise Contract Intelligence platform that uses specialist legal AI to help organizations negotiate, analyze, and automate contract work.
Funding history
About Luminance
Born out of the University of Cambridge, Luminance turns contractual language into business intelligence. Its multi-agent platform applies contract context across negotiation, repository analysis, and workflows for legal and other enterprise teams.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as the first contact for technical support queries by phone and Intercom. You will resolve straightforward issues, log and escalate complex incidents, communicate clear next steps, maintain accurate support records, and coordinate smooth handovers with specialist support lines.
Requirements
- Problem-solving skills
- Written and verbal communication skills
- Ability to manage multiple tasks and prioritise effectively
- Basic understanding of IT systems, networks, or software support
- Experience with Intercom is a plus
- Service desk or support-environment experience is beneficial
Responsibilities
- Handle technical support queries via phone and Intercom
- Diagnose and resolve straightforward technical issues
- Triage, log, and escalate complex issues
- Provide timely and professional customer responses
- Keep customers informed of progress and next steps
- Maintain incident, resolution, and communication records
- Follow support processes and improve procedures
- Coordinate escalated-issue handovers with second- and third-line teams