At a Glance
- Tasks: Deliver first-line technical support to enterprise customers and resolve platform issues.
- Company: Join Synthesia, the leading AI video platform for business, valued at $4 billion.
- Benefits: Gain valuable experience in a fast-paced SaaS environment with growth opportunities.
- Other info: Collaborative team culture with a focus on continuous learning and improvement.
- Why this job: Kickstart your tech career while helping top companies enhance their visual communication.
- Qualifications: 1-3 years in technical support or customer-facing roles; strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.
About the role
As a Technical Support Associate at Synthesia, you’ll be part of the team ensuring delivering first-line technical support to enterprise customers. You’ll assist with technical investigations, resolve customer issues, and learn to handle more complex cases as you develop your technical and analytical skills. You’ll work closely with experienced Technical Support Specialists and Engineers, gaining exposure to a wide range of technical systems while supporting customers and internal teams. This is a great opportunity to start or advance your career in technical support within a fast-paced, innovative SaaS company.
Role Responsibilities
- Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues
- Gather and document all relevant information for reported issues, ensuring accurate case creation and updates
- Apply standard troubleshooting techniques and validated fixes under guidance from senior team members
- Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details
- Reproduce reported issues in internal environments to support investigations
- Follow up with customers to ensure issues are resolved to satisfaction
- Maintain clear, professional communication with customers throughout the support process
- Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing
About You
- 1 to 3 years’ experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)
- Strong interest in software, systems troubleshooting, and delivering excellent customer outcomes
- Confident and clear communicator, with the ability to explain technical concepts to non-technical users
- Highly organised with strong analytical and problem-solving skills, and attention to detail
- Comfortable taking ownership of issues and managing multiple cases in parallel
- Curious, proactive learner who enjoys developing technical depth and understanding new tools
- Collaborative team player who contributes positively to team discussions and continuous improvement
Technical Experience (Preferred but not Required)
- Basic understanding of SaaS platforms and web technologies
- Familiarity with basic browser troubleshooting and developer tools
- Experience using ticketing systems such as Intercom, Jira, or Salesforce
- Awareness of SSO concepts and authentication flows
- Interest in APIs, data analysis, or system integrations
- Exposure to log analysis or monitoring platforms (e.g. Datadog)
Success will be measured on Key Performance Indicators (KPI’s) within the support team, including but not limited to:
- Customer Satisfaction (CSAT)
- First Response Time
- SLA Compliance
- Productivity metrics
Technical Support Associate - London London employer: Synthesia Limited
At Synthesia, we pride ourselves on being an innovative leader in the AI video platform space, offering a dynamic work environment in London that fosters growth and collaboration. As a Technical Support Associate, you'll benefit from hands-on experience with cutting-edge technology while receiving mentorship from seasoned professionals, ensuring your career in technical support flourishes. Our commitment to employee development, coupled with a vibrant company culture and the excitement of working with top-tier clients, makes Synthesia an exceptional place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Associate - London London
✨Tip Number 1
Get to know the company inside out! Research Synthesia's products and values so you can speak confidently about how you fit into their mission. This shows you're genuinely interested and not just another applicant.
✨Tip Number 2
Practice your technical skills! Brush up on troubleshooting techniques and be ready to discuss your past experiences in tech support. We want to see that you can handle those tricky customer issues with ease.
✨Tip Number 3
Prepare for a live chat scenario! Since you'll be providing support mainly through chat, practice explaining technical concepts clearly and concisely. This will help you shine during any role-play exercises in interviews.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you note expressing your enthusiasm for the role. It’s a simple way to stand out and show that you’re keen to join the Synthesia team.
We think you need these skills to ace Technical Support Associate - London London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Technical Support Associate role. Highlight any relevant experience you have in technical support or customer-facing roles, and don’t forget to showcase your problem-solving skills!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your skills align with what we’re looking for. Keep it concise but engaging – we want to see your personality!
Show Off Your Communication Skills:As a Technical Support Associate, clear communication is key. In your application, demonstrate your ability to explain technical concepts simply. This will show us that you can effectively support our customers!
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Synthesia Limited
✨Know Your Tech Basics
Brush up on your understanding of SaaS platforms and web technologies. Familiarity with troubleshooting techniques and tools like browser developer tools will give you a solid foundation to discuss during the interview.
✨Showcase Your Communication Skills
As a Technical Support Associate, clear communication is key. Prepare to explain technical concepts in simple terms. Practise articulating how you would help a non-technical user resolve an issue.
✨Demonstrate Problem-Solving Abilities
Be ready to share examples of how you've tackled technical issues in the past. Highlight your analytical skills and attention to detail by discussing specific cases where you successfully resolved customer problems.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company. Inquire about the team dynamics, the tools they use, or how they measure success. This shows your genuine interest and helps you assess if it's the right fit for you.
