1st Line Support Agent
This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.
We are looking for a proactive and customer focused customer support professional to join our tech team. This role is responsible for handling incoming queries and incidents, resolving issues that can be quickly fixed, and ensuring every customer receives a clear and timely response outlining next steps.
Key Responsibilities
- Act as the first point of contact for all technical support queries via phone and Intercom
- Diagnose and resolve straightforward technical issues promptly and efficiently.
- Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team.
- Provide clear, professional and timely responses to all customers, even when a resolution is not immediate.
- Keep customers informed of progress and expected next steps throughout the lifecycle of their request.
- Maintain accurate records of incidents, resolutions and communications in the support system.
- Follow internal processes and contribute to continuous improvement of support procedures.
- Collaborate with second and third line teams to ensure smooth handover of escalated issues.
Success in This Role
Success will be measured by the ability to resolve issues quickly where possible, maintain high levels of customer communication, and ensure no query is left without a clear response or next step.
- Strong problem solving skills with the ability to quickly assess and resolve common technical issues.
- Excellent communication skills, both written and verbal.
- Experience with Intercom is a plus.
- A customer first mindset with a focus on clarity and responsiveness.
- Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
- Basic understanding of IT systems, networks or software support is desirable.
- Experience working in a service desk or support environment is beneficial but not essential.
Key Behaviours
- Proactive and solution oriented.
- Calm under pressure.
- Detail focused with good organisational skills.
- Team player with a willingness to learn and develop.
Similar roles
Software Developer - Risk Technology
Squarepointcapital·London, United Kingdom
<p><strong>Position Overview:</strong></p> <p>Risk Technology is a global team that designs, builds and maintains Squarepoint’s trading risk platform, which is responsible for trade capture, position management, profit/loss computation, inventory/locate management and internal order routing. These critical systems need to be performant, resilient, and capable of timely processing of high volumes of trading data in both live and historical scenarios, requiring solutions…
- On-site
- Full-time
Software Developer - Data Pipelines (Python)
Squarepointcapital·London, United Kingdom
<p><strong>Position Overview:</strong></p> <p>We are seeking an experienced Python developer to join our Alpha Data team, responsible for delivering a vast quantity of data served to users worldwide. You will be a cornerstone of a growing Data team, becoming a technical subject matter expert and developing strong working relationships with quant researchers, traders, and fellow colleagues across our Technology organization.</p> <p>Alpha…
- On-site
- Full-time
Senior Discretionary Trader - Macro
Squarepointcapital·London, United Kingdom
<p><strong>Position Overview:</strong></p> <p>As a Senior Discretionary Trader, you will join an elite global team responsible for the development and execution of discretionary and semi-systematic strategies. This is a unique opportunity to help expand and further develop Squarepoint’s discretionary trading business. As a member of our team, you will identify, evaluate, and implement new trading opportunities. You will liaise and collaborate…
- On-site
- Full-time
Senior Discretionary Trader - Equities
Squarepointcapital·London, United Kingdom
<p><strong>Position Overview:</strong></p> <p>As a Senior Discretionary Trader, you will join an elite global team responsible for the development and execution of discretionary and semi-systematic strategies. This is a unique opportunity to help expand and further develop Squarepoint’s discretionary trading business. As a member of our team, you will identify, evaluate, and implement new trading opportunities. You will liaise and collaborate…
- On-site
- Full-time
Senior Discretionary Trader - Credit
Squarepointcapital·London, United Kingdom
<p><strong>Position Overview:</strong></p> <p>As a Senior Discretionary Trader, you will join an elite global team responsible for the development and execution of discretionary and semi-systematic strategies. This is a unique opportunity to help expand and further develop Squarepoint’s discretionary trading business. As a member of our team, you will identify, evaluate, and implement new trading opportunities. You will liaise and collaborate…
- On-site
- Full-time
Junior Software Developer - Front-end
Squarepointcapital·London, United Kingdom
<p><strong>Please only apply to the one job you feel best fits your skillset and experience. If our team feels you are better suited for another role, we will reach out about the alternate opportunity.</strong></p> <p><strong>Position Overview:</strong></p> <p><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v…
- On-site
- Full-time
Senior VFX Artist
Lighthouse Games·Royal Leamington Spa, United Kingdom
Lighthouse Games is a new AAA studio in Leamington Spa. We are defined by our pedigree of talent and serious ambition to build a new best-in-class game. When you join us at Lighthouse, you’ll create the best work of your career within a collaborative, hybrid working environment. You’ll learn from the best and work alongside the future greats of the…
- Hybrid
- Full-time
Senior Material Artist
Lighthouse Games·Royal Leamington Spa, United Kingdom
Lighthouse Games is a new AAA studio in Leamington Spa. We are defined by our pedigree of talent and serious ambition to build a new best-in-class game. When you join us at Lighthouse, you’ll create the best work of your career within a collaborative, hybrid working environment. You’ll learn from the best and work alongside the future greats of the…
- Hybrid
- Full-time
