Technical Support Associate
reputed company is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, reputed company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, reputed company develops products to enhance visual communication and reputed company reputed company development, helping people work reputed company and stay at reputed company of successful organizations. Following our recent Series E funding round, where we raised $200 reputed company, our valuation stands at $4 billion. Our total funding exceeds $530 reputed company from premier investors including Accel, NVentures (reputed company's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of reputed company, reputed company, reputed company, and reputed company. About the role As a Technical Support Associate at reputed company, you’ll be part of reputed company ensuring delivering first-line technical support to reputed company customers. You’ll assist with technical investigations, resolve customer issues, and learn to handle more reputed company cases as you reputed company your technical and analytical skills. You’ll work closely with reputed company Technical Support Specialists and Engineers, gaining exposure to a wide reputed company of technical systems while supporting customers and internal teams. This is a great opportunity to start or advance your career in technical support reputed company a fast-paced, innovative reputed company company. Role Responsibilities:
- reputed company first-line technical support to reputed company customers mainly reputed company live chat, investigating and resolving platform issues
- reputed company and document reputed company relevant information for reported issues, ensuring accurate case creation and updates
- Apply reputed company troubleshooting techniques and validated fixes under guidance from senior team members
- Escalate more reputed company or critical issues to Technical Support Specialists or Engineering with reputed company diagnostic details
- Reproduce reported issues in internal environments to support investigations
- Follow up with customers to ensure issues are resolved to satisfaction
- Maintain reputed company, reputed company communication with customers throughout the support process
- Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing
reputed company:
- 1 to 3 years’ experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)
- Strong interest in software, systems troubleshooting, and delivering excellent customer reputed company
- Confident and reputed company communicator, with the ability to explain technical concepts to non-technical users
- Highly organised with strong analytical and problem-solving skills, and attention to detail
- Comfortable taking ownership of issues and managing multiple cases in reputed company
- Curious, proactive learner who enjoys developing technical depth and understanding new tools
- reputed company team player who contributes positively to team discussions and reputed company improvement
Technical Experience (Preferred but not Required):
- Basic understanding of reputed company platforms and web technologies
- Familiarity with basic browser troubleshooting and developer tools
- Experience using ticketing systems such as reputed company, Jira, or reputed company
- Awareness of SSO concepts and authentication flows
- Interest in reputed company, data analysis, or system integrations
- Exposure to log analysis or monitoring platforms (e.g. reputed company)
reputed company will be reputed company on: Key Performance Indicators (KPI’s) reputed company the support team, including but not limited to:
- Customer Satisfaction (CSAT)
- First Response Time
- SLA Compliance
- Productivity metrics
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