Synthesia03.06.2026
Technical Support Associate - London
Полная занятостьУдалёнка
Обязанности
- 01Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues
- 02Gather and document all relevant information for reported issues, ensuring accurate case creation and updates
- 03Apply standard troubleshooting techniques and validated fixes under guidance from senior team members
- 04Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details
- 05Reproduce reported issues in internal environments to support investigations
- 06Follow up with customers to ensure issues are resolved to satisfaction
- 07Maintain clear, professional communication with customers throughout the support process
- 08Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing
Требования
- 011 to 3 years’ experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)
- 02Strong interest in software, systems troubleshooting, and delivering excellent customer outcomes
- 03Confident and clear communicator, with the ability to explain technical concepts to non-technical users
- 04Highly organised with strong analytical and problem-solving skills, and attention to detail
- 05Comfortable taking ownership of issues and managing multiple cases in parallel
- 06Curious, proactive learner who enjoys developing technical depth and understanding new tools
- 07Collaborative team player who contributes positively to team discussions and continuous improvement