At a Glance
- Tasks: Help students and institutions solve tech issues on the Unibuddy platform.
- Company: Join a dynamic team making a real impact in higher education.
- Benefits: Competitive salary, flexible work culture, private healthcare, and generous time off.
- Other info: Work with a diverse team across the globe and enjoy excellent career growth.
- Why this job: Be a tech hero, solving problems and improving user experiences every day.
- Qualifications: Experience in customer support, strong troubleshooting skills, and a curious mindset.
The predicted salary is between 45000 - 45000 £ per year.
About our team
We're a small but mighty team with a big impact. We support higher education institutions and prospective students around the world, combining strong product knowledge, curiosity and teamwork to solve problems and deliver a great experience for our users. We pride ourselves on our high CSAT scores, collaborative approach and commitment to continuous improvement.
Here's where you come in
As a Customer Support & Technical Specialist, you'll become a subject matter expert across the Unibuddy platform, helping our higher education institution customers, students and internal teams navigate technical issues and get the most from our products. You'll investigate and resolve technical support queries, support Customer Success Managers with onboarding and implementation challenges, and work closely with Product and Engineering to drive issues through to resolution.
We're looking for someone who enjoys solving problems, loves getting to the root cause of issues, and isn't afraid to roll up their sleeves and find answers independently.
What you'll be doing:
- Investigating, troubleshooting and resolving technical issues across the Unibuddy platform.
- Acting as a subject matter expert across the Unibuddy platform, with particular expertise in CRM integrations, Assistant and product configuration.
- Partnering with Customer Success Managers to understand upcoming onboarding activity, provide technical guidance throughout the implementation journey, and support onboarding, implementation and product-related queries.
- Replicating issues, identifying root causes and creating clear, high-quality bug reports for Product and Engineering.
- Building strong relationships with Product, Engineering and Customer Success teams to help deliver great customer outcomes.
- Creating and maintaining Help Centre content, internal documentation and self-service resources.
- Identifying opportunities to improve support processes, self-service resources and the overall user experience.
What we're looking for:
- Experience in a customer support role within a SaaS, technology or software environment.
- Experience supporting CRM integrations, platform configuration or technical implementations.
- Strong troubleshooting and problem-solving skills.
- A naturally curious and investigative mindset.
- Confidence working independently and taking ownership of issues.
- Excellent written and verbal communication skills.
- Experience working with tools such as Intercom, Jira, Salesforce and Slack.
- A collaborative approach and the ability to work effectively across teams.
It would be a bonus if you could bring:
- Experience working within higher education or EdTech.
- Experience working with AI products, chatbots or knowledge-based support tools.
- Experience working in a high-growth technology company.
- Experience using browser developer tools, device emulation or log analysis.
What we offer:
- Competitive salary
- Highly flexible work culture
- Private healthcare
- Life insurance coverage
- Pension matched up to 6%
- Generous time off: 25 days of annual leave, plus an additional special day for a personal occasion (like your birthday, engagement, or wedding), extra days based on tenure, and 4 additional days at the end of the year for a company-wide shutdown
- Significantly enhanced parental leave: Including maternity, paternity, and adoption leave
- Equipment: A MacBook and all the tools you need to do your best work
- Inclusive and supportive culture: We pride ourselves on our diverse team, with 55 employees across the UK, Europe, US, India, and Canada.
Customer Support & Technical Specialist in London employer: Unibuddy
At Unibuddy, we foster a dynamic and inclusive work environment where collaboration and continuous improvement are at the heart of our culture. As a Customer Support & Technical Specialist, you'll enjoy a highly flexible work culture, competitive salary, and generous time off, including special days for personal occasions. With opportunities for professional growth and a commitment to employee well-being, Unibuddy is an excellent employer for those looking to make a meaningful impact in the higher education sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support & Technical Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unibuddy. 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 Unibuddy 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 Customer Support & Technical 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 Unibuddy:Your cover letter is your chance to shine! Tell us why you want to work at Unibuddy 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 Unibuddy!
How to prepare for a job interview at Unibuddy
✨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.
