- 经验
- 任何
- 薪水
- —
- 职位空缺
- 1
- 发布
- 1周前
- 工作模式
- 在办公室
- 合格
- Candidates who are customer-focused, able to troubleshoot routine technical issues, and comfortable working in a fast-moving support environment may apply. Experience in support is preferred but not essential.
- 恢复
- 需要申请
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职位描述
Role overview
Luminance is seeking a customer-oriented support professional to join its technology team in Sydney. The company is recognized for its Legal-Grade™ AI platform for enterprise and has been acknowledged by major business and AI rankings for its growth and innovation. In this position, you will be the first contact for incoming technical questions and incidents, helping resolve simple issues quickly while making sure every customer receives a clear update on what happens next.
What you will do
- Serve as the initial contact point for technical support requests received by phone and through Intercom.
- Investigate and fix common technical problems efficiently.
- Review more complex cases, document them accurately, and route them to the correct internal team.
- Respond to customers in a timely, professional, and easy-to-understand manner, even when the issue cannot be closed immediately.
- Keep customers updated on progress and next steps during the life of each request.
- Record incidents, solutions, and communication details accurately in the support platform.
- Work within internal processes and help improve support workflows over time.
- Partner with second-line and third-line support teams to ensure escalations are handed over smoothly.
What success looks like
Performance in this role is judged by how quickly issues are resolved where possible, how well customers are kept informed, and whether every query receives a clear response or next step.
Requirements
- Strong analytical thinking and the ability to quickly understand and solve routine technical issues.
- Excellent written and spoken communication skills.
- A customer-first approach with an emphasis on clarity and responsiveness.
- Comfort handling several tasks at once and prioritizing work in a busy environment.
- Previous experience in a service desk or support role is helpful but not mandatory; familiarity with Intercom is an advantage.
- Working knowledge of IT systems, networks, or software support is preferred.
Additional information
This is a full-time onsite position based in Sydney, New South Wales, Australia.
The role focuses on responsive technical support, issue triage, customer communication, and collaboration across support tiers.