1st Line Support Agent

About the Role

Join Luminance, a global leader in Legal-Grade™ AI for enterprises, known for backing from internationally recognized venture capital firms and recognition on Forbes AI 50 and Inc. 5000 for growth and innovation. This position sits within the technology team and is suited to a customer-oriented support professional who can manage incoming technical requests, resolve simple issues efficiently, and keep customers updated with clear next steps.

Key Responsibilities

• Serve as the initial contact for technical support requests received by phone and Intercom.
• Investigate and fix routine technical problems quickly and effectively.
• Identify more involved incidents, record them accurately, and escalate them to the correct team.
• Respond to customers in a professional, clear, and timely manner, even when the issue cannot be solved right away.
• Keep customers regularly informed about progress and what happens next.
• Log incidents, resolutions, and all customer communication accurately in the support system.
• Work within internal procedures and help improve support workflows over time.
• Coordinate with second- and third-line support teams to ensure smooth transfer of escalated cases.

Success Measures

Performance in this role is judged by how quickly issues are resolved where possible, how well customer communication is maintained, and whether every request receives a clear response or next action.

Requirements

• Strong problem-solving ability with the confidence to assess and handle common technical issues quickly.
• Excellent written and spoken communication skills.
• A customer-first approach with an emphasis on clarity and responsiveness.
• Ability to handle several tasks at once and prioritize work in a busy environment.
• Prior experience in a service desk or support role is helpful but not mandatory.
• Experience using Intercom is an advantage.
• Basic familiarity with IT systems, networks, or software support is desirable.