At a Glance
- Tasks: Provide first-line technical support to enterprise customers and resolve platform issues.
- Company: Join Synthesia, a fast-paced, innovative SaaS company with a fun culture.
- Benefits: Competitive salary, stock options, 25 days leave, and remote/hybrid work.
- Other info: Enjoy regular socials and a collaborative team atmosphere.
- Why this job: Kickstart your tech career while learning from experienced specialists in a dynamic environment.
- Qualifications: 1+ year in technical support or relevant education; strong interest in technology.
The predicted salary is between 33865 - 41391 £ per year.
- Junior Technical Support Specialist – UK
- 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 Saa S 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 Saa S 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
- Seniority level
- Entry level
- Employment type
- Full‑time
- Job function
- Information Technology
- Industries
- Software Development
- #J-18808-Ljbffr
Junior Technical Support Specialist - UK in England employer: Synthesia
At Synthesia, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Greater London. Our commitment to employee growth is evident through continuous learning opportunities and the chance to work on cutting-edge AI technologies, making every day at Synthesia both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Technical Support Specialist - UK in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Synthesia. 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 Synthesia 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 Junior Technical Support Specialist - UK in England
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 Synthesia:Your cover letter is your chance to shine! Tell us why you want to work at Synthesia 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 Synthesia!
How to prepare for a job interview at Synthesia
✨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.
