At a Glance
- Tasks: Provide top-notch technical support and guide customers through their journey.
- Company: Join a vibrant tech company focused on exceptional customer experiences.
- Benefits: Enjoy flexible hours, competitive salary, and generous annual leave.
- Other info: Collaborative team culture with opportunities for personal and professional growth.
- Why this job: Make a real difference by advocating for customers and enhancing their experience.
- Qualifications: 1-2 years in technical support with strong communication skills.
The predicted salary is between 31500 - 38500 £ per year.
Customer Experience Agent (Technical Support)
We\'re looking for a Customer Experience Agent (CXA) who combines technical expertise with a passion for delivering exceptional customer service.
This role goes beyond traditional Level 1 support.
Our CXAs are not just problem-solvers, but customer advocates who ensure every interaction builds trust, reduces friction, and enhances loyalty.
As the first line of support, you\'ll guide customers through technical issues, certification processes, and product usage while also spotting signs of churn and driving value‑led conversations.
You\'ll work cross‑functionally with Product, Sales, and Customer Success to ensure a seamless experience.
Key Responsibilities
- Customer Support & Technical Assistance
- Be the first point of contact for customer and partner queries across chat, email, phone, and video.
- Provide technical support for Windows, mac OS, and mobile systems, including software installations, CE+ processes, and troubleshooting.
- Host support and enablement calls via Google Meet, Teams, or phone, helping users navigate setup, issues, or certification.
- Escalate complex or unresolved issues to more senior members of support while maintaining full visibility and communication with the customer.
- Customer Experience & Engagement
- Ensure every customer interaction is empathetic, professional, and outcome‑driven.
- Guide users through key lifecycle moments—onboarding, certification, renewals— with clarity and ownership.
- Proactively identify customers at risk (e. g., low engagement, recurring issues) and upscale to the appropriate internal teams.
- Respond to cancellation or downgrade requests with care, flagging for retention opportunities and assisting Customer Success Managers in follow‑up.
- Documentation & Knowledge Sharing
- Write and maintain clear, user‑friendly help guides, how‑tos, and FAQs to reduce support friction.
- Contribute to internal knowledge bases and playbooks to promote consistent, high‑quality support across the team.
- Ensure all case records in the CRM are updated with accurate tags, classifications, and customer context.
- Insights & Continuous Improvement
- Capture and share customer feedback, usage trends, and product friction points with CX and Product teams.
- Collaborate in team retros, QA sessions, and process improvement initiatives.
- Support Voice of the Customer activities, CSAT/NPS feedback loops, and churn pattern analysis.
- Maintain a natural curiosity, continuously digging deeper to understand the ‘why\', and always looking for better ways to solve problems and improve how things work.
- Cross‑Functional Collaboration
- Partner with Customer Success and Account Managers to align on high‑priority accounts and deliver a joined‑up experience.
- Assist in managing Cyber Essentials Plus audit‑related support, customer walkthroughs, and software submissions.
- Support marketing or product enablement efforts by surfacing customer insights, blockers, and usability trends.
- What Success Looks Like
- Consistently high CSAT scores from support interactions.
- Quick response and resolution times within SLA across all channels.
- Demonstrable reduction in churn risk through proactive support and issue resolution.
- Well‑maintained CRM hygiene and updated documentation/playbooks.
- Clear feedback loops with Product, CS, and CX based on customer insights.
Requirements
\\
• Experience in a technical support or service desk environment1‑2 years minimum).
- Strong understanding of Windows, Mac, and mobile operating systems; familiarity with virtual machines and basic networking.
- Empathy, emotional intelligence, and outstanding written and verbal communication skills.
- Experience managing live chat, phone, and video support with professionalism and clarity.
- Customer‑first mindset with a proven ability to manage high‑pressure interactions calmly and constructively.
- Knowledge of security certifications like Cyber Essentials or experience supporting CE+ audits is a bonus.
- CRM or helpdesk experience (e. g., Zendesk, Salesforce, Hub Spot).
Benefits
- A competitive salary.
- Flexible working hours and a remote‑first working environment (in‑person collaboration sessions will be required from time to time and will be fully expensed).
- 25 days of annual leave plus public holidays.
- 1 day of additional leave for every full year of employment to a maximum of 5 additional days.
- Your birthday as a free holiday day.
- Access to our Employee Equity Scheme.
- Private health care upon successful completion of probation.
- Annual learning and development grant of £2,500.
- £500 Personal Growth grant to spend at your discretion.
- Access to Spill, our mental health and wellbeing support network.
- Regular team breakfasts and lunches.
- A vibrant and supportive team culture.
- A beautiful workspace in Shoreditch, designed with natural light, lush plants, and complimentary high‑quality tea and coffee.
- The necessary technology, including a Mac Book and additional equipment, to create an optimal home working environment and enable you to excel in your role, including a £250 yearly office equipment/maintenance grant.
- London, England, United Kingdom
- #J-18808-Ljbffr
Customer Experience Agent (Technical Support) in City of London employer: CyberSmart
As a leading tech company based in London, we pride ourselves on fostering a dynamic work culture that prioritises employee growth and development. Our commitment to exceptional customer experience is matched by our dedication to our team, offering comprehensive training, flexible working arrangements, and a collaborative environment that encourages innovation and creativity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Agent (Technical Support) in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CyberSmart. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CyberSmart before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Agent (Technical Support) in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CyberSmart:Your cover letter is your chance to shine! Tell us why you want to work at CyberSmart specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CyberSmart!
How to prepare for a job interview at CyberSmart
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
