At a Glance
- Tasks: Provide top-notch support to users and help them navigate our innovative platform.
- Company: Join a pioneering company in connected commerce marketing with a vibrant culture.
- Benefits: Enjoy a competitive salary, wellbeing fund, flexible working, and extra days off.
- Other info: Dynamic team environment with opportunities for growth and learning.
- Why this job: Be the frontline hero for clients, making a real impact on their experience.
- Qualifications: Experience in technical support and strong communication skills are essential.
The predicted salary is between 33000 - 33000 £ per year.
Location: 2/3 days per week in the London office
Salary: From £33,000
Who are we?
We’re the original pioneers in connected commerce marketing. Since 2008, we’ve been partnering with major retailers, powering global brands, and building meaningful connections with shoppers.
About the role
SMG builds the technology behind retail media networks (RMNs) - the planning, booking, and measurement platforms that our clients rely on to run in-store and digital campaigns. Plan-Apps sits at the heart of SMG. The Customer Experience team exists to help our clients get the most value out of Plan-Apps, making sure every user understands the platform and engages with it consistently. This is an entry-level role that will also support the wider Client Experience team as needed.
We are looking for a Technical Support Specialist to sit at the frontline of the platform experience, responsible for delivering consistently high-quality client service across a diverse set of users; including our internal teams, retailers, brands, and agencies. They act as both a problem-solver and trusted day-to-day contact, combining hands-on support with light-touch investigation of user challenges. They understand not just what the issue is, but why it is happening, and guide users toward the best solution within the platform. They are critical to maintaining trust in the platform, ensuring users feel supported, confident, and capable, while also surfacing meaningful insight back into the wider CX and Product ecosystem.
What you’ll do
- Respond promptly and effectively to user inquiries via email, phone, or chat, to ensure a seamless user experience.
- Assist clients with the initial setup and configuration of the Plan-Apps platform, to guide them through the onboarding process.
- Implement and maintain data governance policies and procedures to ensure the integrity, security, and compliance of client data within the platform.
- Conduct training sessions and workshops for clients to educate them on how to effectively utilise the features and capabilities of the platform.
- Maintain and improve help centre and support documentation.
- Contribute to reducing repeat queries through clearer guidance.
- Partner with the Customer Enablement team to address recurring user gaps.
- Actively gather feedback from users to identify areas for improvement in the platform's functionality, usability, and overall user experience.
What we’re looking for
- Previous experience within a Helpdesk, Service Desk, or technical troubleshooting role.
- Strong communication skills are essential to address user queries, conduct training sessions, and collaborate with team members.
- Excellent problem-solving abilities are required to troubleshoot technical issues, identify root causes, and implement effective solutions to ensure a seamless user experience.
- Attention to detail is critical to ensure the accuracy and integrity of client data.
- Basic knowledge of data governance principles is desirable to implement and maintain data governance policies and procedures to ensure the security and compliance of client data.
- Basic knowledge of SaaS platforms and technology concepts.
We're looking for people who enjoy the buzz of change, the satisfaction of building something better, and the joy of working with a close-knit, values-driven team. If you love variety, thrive in a fast-paced environment, and embrace change with energy, this could be your right role.
Don’t meet every single requirement? We still want to hear from you. If you believe you’d thrive in this role, your unique perspective might be just what we’re looking for.
Why SMG?
At SMG, we hire for the future, which is fast-moving and changing shape. Do you have the potential to help shape our business? We’re looking for brilliant, diverse talent who want to grow with us - people who are curious, ambitious, and eager to learn, whether as specialists or across teams. We value those who take ownership of their growth and bring fresh perspectives. That’s why we’re committed to equity, inclusion, and building a place where everyone feels empowered to grow. At SMG, it’s not just about filling a role but building the future together.
- 10% discretionary bonus
- £1,800 yearly wellbeing fund (on top of your salary!)
- Free Headspace subscription
- £500 yearly “Uni Fund” for learning
- 4 extra Wellbeing Days off per year
- Annual Summer conference + year-round celebrations
- 4pm finishes every Friday
- Flexible and hybrid working
Explore all our benefits here.
Technical Support Specialist in London employer: SMG
At SMG, we pride ourselves on being a forward-thinking employer that champions innovation and personal growth. Our hybrid working model allows for flexibility while fostering a collaborative environment in our London and Nottingham offices. With a strong commitment to employee wellbeing, including a generous yearly wellbeing fund and additional learning opportunities, we empower our team to thrive both professionally and personally in a dynamic and supportive culture.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SMG. 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 SMG 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 Technical Support Specialist in 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 SMG:Your cover letter is your chance to shine! Tell us why you want to work at SMG 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 SMG!
How to prepare for a job interview at SMG
✨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.
