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For Companies At a Glance
- Tasks: Support customers with technical issues and enhance their experience through effective communication.
- Company: Join a vibrant tech company focused on exceptional customer service.
- Benefits: Enjoy flexible hours, remote work, and generous annual leave.
- Why this job: Be a customer advocate and make a real difference in their journey.
- Qualifications: Technical expertise and strong communication skills are essential.
- Other info: Collaborate with diverse teams in a supportive and dynamic environment.
The predicted salary is between 36000 - 60000 £ per year.
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 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, HubSpot).
Benefits
- 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 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 MacBook 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
Customer Experience Agent (Technical Support) employer: CyberSmart
Contact Detail:
CyberSmart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Agent (Technical Support)
✨Tip Number 1
Get to know the company inside out! Research their products, values, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being a part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Experience Agent, you'll need to convey technical information clearly and empathetically. Try role-playing with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've handled challenging customer interactions in the past. This will demonstrate your ability to manage high-pressure situations effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining our awesome team!
We think you need these skills to ace Customer Experience Agent (Technical Support)
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in your application. We want to see how you can tackle those tricky tech issues and guide customers through them with ease.
Emphasise Customer Service Experience: Don’t forget to showcase your customer service experience! We’re looking for someone who can connect with customers and make their experience as smooth as possible, so share any relevant stories or examples.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say, especially when it comes to your communication skills.
Apply Through Our Website: Finally, make sure to apply through our website! It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at CyberSmart
✨Know Your Tech Stuff
Brush up on your knowledge of virtual machines and basic networking. Be ready to discuss how you've used these skills in past roles, as this will show your technical expertise and ability to solve customer issues effectively.
✨Showcase Your Customer-Centric Mindset
Prepare examples that highlight your empathy and emotional intelligence. Think about times when you turned a negative customer experience into a positive one, as this will demonstrate your commitment to building trust and loyalty.
✨Practice Clear Communication
Since you'll be managing live chat, phone, and video support, practice articulating your thoughts clearly and concisely. Mock interviews with friends can help you refine your verbal communication skills, ensuring you come across as professional and approachable.
✨Familiarise Yourself with CRM Tools
If you have experience with tools like Zendesk or Salesforce, be prepared to discuss how you've used them to enhance customer interactions. If you're not familiar with these platforms, do a bit of research to understand their functionalities and how they can improve customer support.
