Technical Support Associate - London
Core
Deliver first-line technical support to enterprise customers via live chat, investigating and resolving platform issues.
Role type
First-line Technical Support Associate
Builds
Enterprise customer support for an AI video platform
Domain
SaaS / AI Video
Deliverable
client delivery
Required skills
troubleshooting, case management, documentation, issue escalation, root cause analysis, customer communication
Preferred skills
SaaS platform knowledge, browser troubleshooting, ticketing systems, SSO concepts, API awareness, log analysis
Responsibilities
Provide first-line support via live chat, gather and document issue details, apply standard troubleshooting fixes, escalate complex issues, reproduce issues in internal environments, follow up with customers, document solutions for knowledge sharing
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