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For Companies At a Glance
- Tasks: Provide first-line technical support and resolve customer issues in a dynamic environment.
- Company: Join Synthesia, a fast-growing SaaS company with an innovative culture.
- Benefits: Competitive salary, stock options, 25 days leave, and remote work flexibility.
- Other info: Collaborative team atmosphere with opportunities for growth and learning.
- Why this job: Kickstart your tech career while making a real impact on customer success.
- Qualifications: 1+ year in technical support or relevant education; strong interest in technology.
The predicted salary is between 30000 - 40000 £ per year.
As a Junior Technical Support Specialist 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+ year experience in a technical support, helpdesk, or customer‑facing technical role (or relevant education).
- Strong interest in technology, software troubleshooting, and customer success.
- Clear and confident communicator, both written and verbal.
- Excellent organisational and problem‑solving skills with attention to detail.
- Eager to learn new systems, tools, and troubleshooting techniques.
- Comfortable working in a fast‑paced environment and managing multiple tasks.
- Collaborative team player with a proactive attitude.
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
- Customer Satisfaction (CSAT).
- First Response Time.
- SLA Compliance.
- Productivity metrics.
Working Hours
Our core business hours are 9 am – 6 pm, Monday to Friday. However, as we’re a global company with customers around the world, weekend work may occasionally be required to support business needs or critical issues, with the inclusion of bank holidays.
At Synthesia we expect everyone to...
- Put the Customer First.
- Own it & Go Direct.
- Be Fast & Experimental.
- Make the Journey Fun.
The Good Stuff
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
- A competitive salary + stock options in our fast‑growing Series D startup.
- Paid parental leave.
- 25 days of annual leave + public holidays + paid sick leave.
- Fun culture with regular socials.
- A generous referral scheme.
- A brand new computer + monitor.
- Remote/Hybrid Role.
Junior Technical Support Specialist - UK in England employer: Synthesia
Contact Detail:
Synthesia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Technical Support Specialist - UK in England
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend tech meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Practice your technical skills! Brush up on troubleshooting techniques and familiarise yourself with common SaaS platforms. The more confident you are in your abilities, the better you'll perform in interviews.
✨Tip Number 3
Prepare for live chat scenarios! Since you'll be providing support via chat, practice responding to customer queries quickly and clearly. Role-play with friends or use mock scenarios to get comfortable.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our awesome team at Synthesia!
We think you need these skills to ace Junior Technical Support Specialist - UK in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Junior Technical Support Specialist role. Highlight any relevant experience in technical support or customer-facing roles, and don’t forget to mention your interest in technology and problem-solving skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about this role at Synthesia and how your skills align with what we’re looking for. Keep it friendly and professional, just like us!
Show Off Your Communication Skills: Since clear communication is key in this role, make sure your written application reflects that. Use concise language and check for any typos or grammatical errors. We want to see your confident writing style!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. 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
✨Know Your Tech Basics
Brush up on your understanding of SaaS platforms and web technologies. Familiarity with troubleshooting techniques, especially around browsers and developer tools, will give you a solid foundation to discuss during the interview.
✨Practice Clear Communication
As a Junior Technical Support Specialist, you'll need to communicate effectively with customers. Practise explaining technical concepts in simple terms, both verbally and in writing, so you can demonstrate your communication skills during the interview.
✨Show Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved technical issues or helped customers. Highlight your analytical skills and attention to detail, as these are crucial for the role.
✨Be Ready to Learn
Express your eagerness to learn new systems and tools. Mention any relevant experiences where you've quickly adapted to new technologies or processes, as this will show your proactive attitude and fit for a fast-paced environment.