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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.
This role is all about building rapport and cultivating relationships with our prospective customers and customers, who span from multinational law firms and manufacturing companies to global retailers and pharmaceutical giants. Once trained up, members of the Support team will have a high level of working knowledge of Luminance's products, and will be able to explain how to use product features to solve customer pain points. The ideal candidate will be a real 'people person' with critical thinking skills and a desire to solve problems.
To apply, please send your CV and covering letter to [email protected]
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
Full Time
$62k-82k (estimate)
05/03/2024
05/16/2024
luminance.com
Stonington, CT
<25
The following is the career advancement route for Customer Support Associate positions, which can be used as a reference in future career path planning. As a Customer Support Associate, it can be promoted into senior positions as a Customer Service Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Associate. You can explore the career advancement for a Customer Support Associate below and select your interested title to get hiring information.
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Quotes from people on Customer Support Associate job description and responsibilities
Understand customer requirements so as to provide appropriate clarifications and solutions.
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Route and direct customer requests to appropriate personnel.
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Support agents can find out which tickets need their attention the most by creating customized ticket views.
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Develop professional relationships with ongoing customers through excellent customer service.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Support Associate jobs
To save time on responding to common questions, Freshdesk lets support reps create canned responses.
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Listen attentively and actively.
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