Technical Support Specialist - London London, England
Job description
Why is now a really exciting time to join Synthesia?
Synthesia's vision is to build the first fully programmable video generation platform and help everyone transform non-video content into video. We are the world's leader in synthetic AI, working with some of the world's biggest corporate and media brands; BBC, EY, Facebook, McDonalds, Amazon and WPP, to name a few! We already partner with big celebrity names such as David Beckham and Lionel Messi, a campaign collaboration which also received a Cannes Lion Award in 2021. We have crazy user traction with our first self-service product for businesses in just 6 months since the unveiling! Despite the product still being in public beta, we have a very high NPS of 71 and growing! We've raised more than $66 Million so far from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 #5 on Europe's Tech Soonicorn list
Join the rocket ship while it's taking off!
As a Technical Support Specialist (TSS) you are in a position of responsibility to provide more specialised technical assistance and support to customers who are experiencing platform issues and act as an escalation point for Tier 1 support.
The role...
- Provide technical assistance and support to customers via email, chat, or remote access calls / tools
- Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
- Identify and diagnose technical issues related to our platform and other technical components
- Collaborate with Tier 1 support (CSR's) to resolve more complex technical issues
- Escalate issues to Tier 3 support or other teams when necessary
- Provide timely updates to customers on the status of their request / issues
- Meet individual and team performance metrics (KPI's) such as service level agreements, final resolution times, customer satisfaction, first contact resolution and escalation rates
- Continuously improve your own product knowledge, technical skills and remain up to date with our product, services and processes
- Participate in knowledge sharing and training sessions with the support team and customers as and when required
- Provide constructive feedback to the business and leadership teams to improve customer support processes and procedures
About you...
- At least 2 years experience within a technical support environment; Bachelor's degree in a related field desirable but not essential.
- Excellent verbal and written communication skills
- Good technical knowledge
- Experience in troubleshooting technical issues and providing solutions
- Experience in using tools to technically support customers remotely
- Ability to work in a fast-paced and dynamic environment
- Ability to work independently and as part of a team
- Flexibility to work different shifts, bank holidays and weekends as and when required
The good stuff...
In addition to being a part of a great team, working in a fun and innovative environment, we offer...
Flexible WFH
Generous stock option plan
Discretionary based bonus
Pension
25 days of annual leave + Bank holidays
4 week paid sabbatical after 4 years at the company + $10,000!!
Fun culture with company offsites (Portugal, Copenhagen, Barcelona!)
Generous referral scheme
Free office snacks and regular tasty lunches!
We have several offices in great locations - London, New York, Copenhagen, Amsterdam, Ljubljana and Munich ✌
If you want to be a part of building a legendary company, COME JOIN US!
