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Customer Support Associate

4 months ago

London, United Kingdom Luminance Technologies Full time

CUSTOMER SUPPORT ASSOCIATE

LONDON, US, SINGAPORE

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.

**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