Technical Support Specialist

Synthesia

79d

About The Position

As a Technical Support Specialist (TSS) at Synthesia, you will be responsible for providing specialized technical assistance and support to customers experiencing platform issues. You will act as an escalation point for Tier 1 support, ensuring that customers receive timely and effective solutions to their technical problems. Your role will involve collaborating with various teams, maintaining accurate customer information, and continuously improving your technical skills and product knowledge.

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 startup
• 100% Medical, Dental & Vision
• 401k Plan
• Paid parental leave
• 25 days of annual leave + public holidays + paid sick leave
• Fun culture with regular socials
• A generous referral scheme
• A brand new computer + monitor

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees