At a Glance
- Tasks: Be the friendly face of our customer service, solving tech issues and onboarding new users.
- Company: Join a supportive and innovative team at Digital Theatre+.
- Benefits: Enjoy 25 days off, flexible working, and health perks like virtual GP access.
- Other info: Great opportunities for personal growth and a diverse, inclusive workplace.
- Why this job: Perfect for tech enthusiasts who love helping others and solving problems.
- Qualifications: Customer service experience and a passion for technology are key.
The predicted salary is between 30000 - 40000 £ per year.
Digital Theatre+ is looking for an organised, personable, and technically curious Customer Service Technical Associate to join our small and dedicated customer service team. You will be the first point of contact for our customers – responding to queries, troubleshooting issues, and helping institutions get set up and onboarded onto the platform. Working alongside our Customer Service Manager, you will learn to support the technical side of customer onboarding, including authentication configuration, while delivering a consistently excellent service to our global customer base. This is a great role for someone who enjoys problem-solving, is comfortable with technology, and genuinely likes helping people. You don't need to be a technical expert on day one – we'll train you – but you do need to be the kind of person who wants to understand how things work and isn't afraid to dig into a problem.
What You'll Do
- Respond to customer queries via email and video call, providing clear, helpful, and timely support.
- Support the onboarding of new customers onto the platform, including configuring access and authentication methods.
- Learn to perform technical configuration tasks, including IP authentication, username and password setup via CSV imports, SAML SSO service provider configuration, and group rules.
- Troubleshoot access, authentication, and browser issues for customers and escalate complex cases appropriately.
- Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system (HubSpot).
- Conduct web meetings with customers, providing on‑spot guidance and troubleshooting with a professional and approachable manner.
- Contribute to process documentation and improvement, helping us build a clear knowledge base for common issues and workflows.
- Work cross‑functionally with Customer Success, Sales, Product, and Engineering to advocate for customer needs and resolve issues.
Requirements
- Experience in a customer‑facing role – ideally in a B2B or SaaS environment, but we’re open to strong candidates from other backgrounds.
- A genuine interest in technology and a willingness to learn technical skills on the job – you’ll be trained on authentication protocols, SSO, and platform configuration.
- Confident troubleshooting skills – you try to work out why something isn’t working before asking for help.
- Strong written and verbal communication – you can explain technical concepts clearly to non‑technical people.
- High attention to detail and the ability to work methodically through issues.
- Comfortable working independently in a remote environment, managing your own time and priorities.
- Empathy, patience, and a genuine desire to help customers succeed.
It Would Be Great If You Also Have
- Experience with ticketing or CRM systems (particularly HubSpot).
- Familiarity with web applications, browsers, and basic networking concepts (DNS, proxies, connectivity).
- Exposure to authentication technologies (SAML, SSO, Active Directory, Okta, Google Workspace).
- Experience supporting customers in education, libraries, or institutional settings.
- Experience with identity federation (Shibboleth, OpenAthens, UK Access Management Federation).
Benefits
- 25 days’ annual leave + 8 UK bank holidays.
- Birthday day off – an extra paid day to celebrate you.
- Company‑wide Christmas shutdown (additional paid time off).
- 1 paid Wellbeing Day each year to rest, reset, and recharge.
- 24/7 virtual GP access via MyPocketGP.
- Online health assessment.
- Paycare Health Cash Plan, including optical, dental, therapy, and specialist consultation allowances, plus personal accident cover.
- Employee Assistance Programme – confidential counselling (including up to 6 face‑to‑face sessions).
- Free Calm app subscription for mindfulness, relaxation, and better sleep.
- Flu vaccination vouchers available annually.
- Regular funded social events, volunteering days & quarterly team social allowance.
- Hybrid working model. Work from anywhere for up to 4 weeks per year.
- Access to Sanctus coaching for personal and professional growth.
- Udemy online learning to support your development goals.
- Protected learning time during working hours.
- Workplace pension.
- Paycare Perks – discounts on shopping, travel, dining & more.
- Salary sacrifice schemes – including tech, cycle‑to‑work, and childcare vouchers (eligibility applicable).
- Phased return‑to‑work programmes, full pay part‑time hours.
Digital Theatre is an equal opportunity employer. We welcome your application and believe in diversity of experience and opinion. Applications will be considered without regard to irrelevant education, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate multiple approaches and points of view and believe passionately that employing a diverse workforce is central to our growth and success, so we are building a culture where difference is valued.
Customer Service Technical Associate employer: Digital Theatre
Digital Theatre+ is an exceptional employer that prioritises a supportive and flexible work environment, offering generous benefits such as 25 days of annual leave, a company-wide Christmas shutdown, and access to wellness resources. With a strong focus on employee growth through training and development opportunities, including coaching and online learning, we foster a culture of collaboration and inclusivity, making it an ideal place for those passionate about technology and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Technical Associate
✨Tip Number 1
Get to know the company inside out! Before your interview, spend some time on Digital Theatre+'s website and social media. Understand their mission, values, and the products they offer. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since this role involves a lot of problem-solving, try to think of common tech issues you’ve faced and how you resolved them. Be ready to share these examples during your interview to demonstrate your ability to tackle challenges head-on.
✨Tip Number 3
Show off your communication skills! In customer service, it’s all about clear and friendly communication. During your interview, practice explaining technical concepts in simple terms. This will highlight your ability to connect with customers who may not be tech-savvy.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team, the onboarding process, or the tools you'll be using. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
We think you need these skills to ace Customer Service Technical Associate
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your enthusiasm for the role and how you connect with our mission at Digital Theatre+.
Tailor Your Experience:Make sure to highlight any relevant experience you have in customer service or tech roles. We’re looking for those who can troubleshoot and help customers, so share specific examples that showcase your skills and problem-solving abilities.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language to explain your experiences and skills, especially when discussing technical concepts. Remember, we appreciate strong written communication!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Digital Theatre
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Technical Associate role. Familiarise yourself with the key responsibilities, such as troubleshooting and onboarding customers. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Brush Up on Technical Basics
While you don’t need to be a tech whiz from day one, having a basic understanding of authentication protocols and web applications can set you apart. Take some time to research common terms like SSO and IP authentication, so you can engage in meaningful conversations during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled customer issues in the past. Think about specific situations where you had to troubleshoot or resolve a problem. This will demonstrate your ability to think critically and your genuine desire to help customers succeed.
✨Practice Clear Communication
Since you'll be explaining technical concepts to non-technical customers, practice articulating complex ideas in simple terms. You might even want to do a mock interview with a friend to refine your communication skills and ensure you come across as approachable and professional.
