1st Line Support Agent

Luminance

Customer Support professional handling technical queries and incidents at Luminance. Collaborating with teams to ensure smooth resolutions and high customer satisfaction.

Posted 6/16/2026full-timeDallas • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Good problem solving skills with the ability to quickly assess and resolve common technical issues.
Excellent communication skills, both written and verbal.
A customer first mindset with a focus on clarity and responsiveness.
Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
Experience working in a service desk or support environment is beneficial but not essential - experience with Intercom is a plus.
Basic understanding of IT systems, networks or software support is desirable.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Luminance Website LinkedIn All Job Openings 201 - 500 employees Founded 2015 🤖 Artificial Intelligence Artificial Intelligence
Legal
Software Luminance is a legal technology company that specializes in providing AI-driven solutions for contract management and analysis. Their platform utilizes advanced Legal-Grade™ AI to assist organizations in generating, negotiating, and understanding contracts efficiently and accurately. With tools like an intelligent contract repository, AI-powered negotiation support, and a chatbot for real-time Q&A and redrafting, Luminance empowers legal teams to streamline workflows and mitigate risks throughout the contract lifecycle. 1st Line Support Agent Job not on LinkedIn 🔥 1 hour ago 🏢🏡 Dallas – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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. 🎯 Requirements
Good problem solving skills with the ability to quickly assess and resolve common technical issues.
Excellent communication skills, both written and verbal.
A customer first mindset with a focus on clarity and responsiveness.
Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
Experience working in a service desk or support environment is beneficial but not essential - experience with Intercom is a plus.
Basic understanding of IT systems, networks or software support is desirable. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Finance Support Specialist I 🕒 5 days ago Cox Enterprises 10,000+ employees 🏢 Enterprise 📡 Telecommunications 🚗 Transport Website LinkedIn All Job Openings Entry-level Finance Support Specialist handling high-volume finance transactions for Cox Automotive. Ensuring transaction accuracy and compliance while supporting auction operations and procurement functions. 🏢🏡 Dallas – Hybrid 💵 $16 - $24 / hour 💰 Seed Round on 2014-12 ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Customer Experience Representative 🕒 May 27 Hearst Health 1001 - 5000 ⚕️ Healthcare Insurance ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Customer Experience Representative resolving software issues for Homecare Homebase clients. Engaging with customers to provide support and guidance during software challenges. 🏢🏡 Dallas – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Customer Experience Representative 🕒 April 22 Hearst Health 1001 - 5000 ⚕️ Healthcare Insurance ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Customer Experience Representative troubleshooting software issues for clients at Homecare Homebase. Ensuring high-quality patient care by resolving software challenges and providing excellent customer service. 🏢🏡 Dallas – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Customer Experience Representative 🕒 January 19 Hearst Health 1001 - 5000 ⚕️ Healthcare Insurance ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Customer Experience Representative troubleshooting software issues for Homecare Homebase clients. Ensuring the best experience through communication and assistance via phone, email, and chat. 🏢🏡 Dallas – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

technical supportproblem solvingincident managementissue diagnosissoftware supportIT systemsnetwork support

Soft Skills

communicationcustomer serviceresponsivenesstask managementprioritizationcollaboration