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1st Line Support Agent

Luminance
London, GBR
Full-time
Mid
Onsite
Discovered 1 weeks ago
Communication

Full Job Posting

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.
  • 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.

Requirements

  • 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.

Preferred Qualifications

  • Experience with Intercom is a plus.
  • Experience working in a service desk or support environment is beneficial but not essential.

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