Technical Support Specialist

Summary

Join Synthesia as a Technical Support Specialist and provide specialized technical assistance and support to customers experiencing platform issues. You will act as an escalation point for Tier 1 support, providing technical assistance via email, chat, or remote access. Responsibilities include recording customer information, diagnosing technical issues, collaborating with other support tiers, and providing timely updates. You will also contribute to performance metrics, improve product knowledge, participate in knowledge-sharing sessions, and offer feedback to improve support processes. Synthesia offers a competitive salary, stock options, and various benefits.

Requirements

• At least 2 years experience within a technical support environment
• Excellent verbal and written communication skills
• Good technical knowledge
• Experience in troubleshooting technical issues and providing solutions
• Experience in using tools to technically support customers remotely
• Ability to work in a fast-paced and dynamic environment
• Ability to work independently and as part of a team
• Flexibility to work different shifts, bank holidays and weekends as and when required

Responsibilities

• Provide technical assistance and support to customers via email, chat, or remote access calls / tools
• Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
• Identify and diagnose technical issues related to our platform and other technical components
• Collaborate with Tier 1 support (CSR’s) to resolve more complex technical issues
• Escalate issues to Tier 3 support or other teams when necessary
• Provide timely updates to customers on the status of their request / issues
• Meet individual and team performance metrics (KPI’s) such as service level agreements, final resolution times, customer satisfaction, first contact resolution and escalation rates
• Continuously improve your own product knowledge, technical skills and remain up to date with our product, services and processes
• Participate in knowledge sharing and training sessions with the support team and customers as and when required
• Provide constructive feedback to the business and leadership teams to improve customer support processes and procedures

Benefits

• A competitive salary + stock options in our fast-growing Series D start-up
• Private Medical Insurance (London)
• Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay
• 25 days of annual leave + public holidays in the country where you are based
• Cycle to work scheme (London)
• Fun culture with regular socials
• A generous referral scheme
• Pension contribution/salary sacrifice. (London)
• A brand new computer + monitor and an additional home office set-up budget
• A huge opportunity for career growth as you’ll help shape a market-defining product