1st Line Support Agent

About the Role

Luminance is a fast-growing enterprise AI company focused on legal use cases. The organization is supported by well-known venture capital investors and has been recognized among the world’s most promising private AI businesses, as well as one of America’s fastest-growing companies.

This position is ideal for a customer-oriented support professional to join the technology team. The role centers on managing incoming technical questions and incidents, resolving straightforward problems quickly, and making sure every customer receives a clear, timely update on what happens next.

Key Responsibilities

• Serve as the initial contact point for technical support requests coming in by phone and Intercom.
• Identify and fix simple technical problems efficiently and without delay.
• Assess more involved issues, record them correctly, and route them to the right team for further action.
• Respond to customers in a professional, clear, and timely way, including when an immediate fix is not possible.
• Keep customers updated throughout the progress of their request and explain the next steps.
• Log incidents, solutions, and customer communication accurately in the support platform.
• Work within internal processes and help improve support workflows over time.
• Coordinate with second- and third-line teams to ensure escalations are handed over smoothly.

Success Measures

Performance in this role is judged by how quickly issues are resolved where possible, how consistently customers are kept informed, and whether every query receives a clear response or a defined next step.

Requirements

• Strong troubleshooting ability and the confidence to quickly evaluate and solve common technical issues.
• Excellent written and spoken communication skills.
• A customer-first approach with an emphasis on clarity and responsiveness.
• Ability to juggle several tasks and prioritize effectively in a busy environment.
• Previous experience in a service desk or support role is helpful but not mandatory; familiarity with Intercom is an advantage.
• Basic knowledge of IT systems, networks, or software support is preferred.