Response Squad Agent

Luminance

London, United Kingdom
On-site
First point of contact for technical queries
Diagnose and resolve straightforward issues
Triage complex issues to appropriate teams
This role serves as the first point of contact for all technical support queries via phone and Intercom

Job Summary

  • This role serves as the first point of contact for all technical support queries via phone and Intercom.
  • Success is measured by the ability to resolve issues quickly while maintaining high levels of customer communication.
  • The position requires a proactive professional who can triage complex issues and ensure smooth handovers to specialized teams.

Matching Summary

This role serves as the first point of contact for all technical support queries via phone and Intercom.

Skills & Requirements

Must-have

  • First point of contact for technical queries
  • Diagnose and resolve straightforward issues
  • Triage complex issues to appropriate teams
  • Maintain accurate incident records
  • Collaborate with second and third line teams

Nice-to-have

  • Experience with Intercom platform
  • Basic understanding of IT systems and networks
  • Previous service desk or support environment experience
  • Proactive and solution-oriented mindset
  • Ability to manage multiple tasks in fast pace

Key Requirements

  • Strong problem-solving skills
  • Excellent written and verbal communication
  • Customer-first mindset with focus on clarity

Work Rights

Not specified

Tailored Resume

Cover Letter