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Technical Support Associate at Synthesia | London

SynthesiaLondon
On-site Full-time

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Experience Level

Experience

Qualifications

Ideal candidates will possess strong analytical skills, a passion for technology, and excellent communication abilities. A proactive approach to problem-solving and a willingness to learn from experienced team members are essential. Familiarity with SaaS platforms and troubleshooting techniques will be advantageous.

About the job

Join Synthesia, the leading AI video platform transforming business communication for over 90% of the Fortune 100 companies. Founded in 2017 and headquartered in London, we have expanded our reach with teams across Europe and the United States.

As AI continues to redefine work and communication, our innovative products enhance visual storytelling and skill development, empowering individuals to thrive in their organizations.

Having recently closed a successful Series E funding round with $200 million raised, our company is now valued at $4 billion, backed by esteemed investors such as Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, along with founders from Stripe, Datadog, Miro, and Webflow.

About the Role

As a Technical Support Associate, you will play a vital role in delivering exceptional first-line support to our enterprise customers. This position involves assisting with technical inquiries, troubleshooting issues, and progressively tackling more complex challenges as you hone your technical capabilities.

You will collaborate closely with experienced Technical Support Specialists and Engineers, gaining invaluable exposure to various technical systems while supporting both customers and internal teams. This is an excellent opportunity to kickstart or advance your career in technical support within a dynamic SaaS environment.

Key Responsibilities:

  • Deliver first-line technical support to enterprise customers primarily via live chat, effectively diagnosing and resolving platform issues.

  • Collect and document all pertinent information for reported issues, ensuring precise case documentation and updates.

  • Utilize standard troubleshooting techniques and validated solutions under the guidance of senior team members.

  • Escalate complex or critical issues to Technical Support Specialists or Engineering teams, providing comprehensive diagnostic details.

  • Reproduce reported issues in internal environments to support investigations.

  • Follow up with customers to ensure their issues are resolved satisfactorily.

  • Maintain clear and professional communication with customers throughout the support process.

  • Document solutions, troubleshooting procedures, and new learnings for internal knowledge sharing.

About You:

  • 1 to 3 years of experience in technical support, helpdesk, or customer service roles.

About Synthesia

Synthesia is at the forefront of AI-driven video technology, enabling businesses to communicate effectively through innovative visual solutions. With our rapid growth and significant backing from top-tier investors, we are poised to continue leading the charge in AI video production.

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