Junior Technical Support Specialist UK

4 days ago

London, United Kingdom Synthesia Full time

As a Junior Technical Support Specialist at Synthesia youll be part of the team ensuring delivering first-line technical support to enterprise customers. Youll assist with technical investigations resolve customer issues and learn to handle more complex cases as you develop your technical and analytical skills.Youll work closely with experienced Technical Support Specialists and Engineers gaining exposure to a wide range of technical systems while supporting customers and internal teams. This is a great opportunity to start or advance your career in technical support within a fast-paced innovative SaaS company.Role Responsibilities:Provide first-line technical support to enterprise customers mainly via live chat investigating and resolving platform issuesGather and document all relevant information for reported issues ensuring accurate case creation and updatesApply standard troubleshooting techniques and validated fixes under guidance from senior team membersEscalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic detailsReproduce reported issues in internal environments to support investigationsFollow up with customers to ensure issues are resolved to satisfactionMaintain clear professional communication with customers throughout the support processDocument solutions troubleshooting steps and new learnings for internal knowledge sharingAbout You:1 year experience in a technical support helpdesk or customer-facing technical role (or relevant education)Strong interest in technology software troubleshooting and customer successClear and confident communicator both written and verbalExcellent organisational and problem-solving skills with attention to detailEager to learn new systems tools and troubleshooting techniquesComfortable working in a fast-paced environment and managing multiple tasksCollaborative team player with a proactive attitudeTechnical Experience (Preferred but not Required):Basic understanding of SaaS platforms and web technologiesFamiliarity with basic browser troubleshooting and developer toolsExperience using ticketing systems such as Intercom Jira or SalesforceAwareness of SSO concepts and authentication flowsInterest in APIs data analysis or system integrationsExposure to log analysis or monitoring platforms (e.g. Datadog)Success will be measured on:Key Performance Indicators (KPIs) within the support team including but not limited to:Customer Satisfaction (CSAT)First Response TimeSLA ComplianceProductivity metricsWorking HoursOur core business hours are9am 6pm Monday to Friday. However as were a global company with customers around the world weekend work may occasionally be required to support business needs or critical issues with the inclusion of bank holidays.At Synthesia we expect everyone to...Put the Customer FirstOwn it & Go DirectBe Fast & ExperimentalMake the Journey FunThe good stuff...In addition to being a part of a great team working in a fun and innovative environment we offer:A competitive salary stock options in our fast-growing Series D startupPaid parental leave25 days of annual leave public holidays paid sick leaveFun culture with regular socialsA generous referral schemeA brand new computer monitorRemote/Hybrid RoleRequired Experience:Junior IC Key Skills Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications Employment Type : Full Time Experience: years Vacancy: 1

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