1st Line Support Agent

About the role

Luminance is looking for a proactive, customer‑focused 1st Line Support Agent to join its tech team. You will be the first point of contact for customers, handling incoming queries via phone and Intercom, and ensuring every interaction ends with a clear next step.

Key responsibilities

• Act as the initial contact for all technical support requests through phone and Intercom.
• Diagnose and resolve straightforward technical issues quickly and efficiently.
• Triage more complex incidents, log them accurately, and escalate to the appropriate internal team.
• Provide clear, professional, and timely updates to customers, even when a solution is pending.
• Maintain detailed records of incidents, resolutions, and communications in the support system.
• Follow internal processes and contribute ideas for continuous improvement of support procedures.
• Collaborate with second‑ and third‑line teams to ensure smooth handover of escalated cases.

Required profile

• Strong problem‑solving ability with a focus on quick assessment and resolution.
• Excellent written and verbal communication skills.
• Customer‑first mindset, emphasizing clarity and responsiveness.
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.

Required skills

• Experience with Intercom (preferred).