Junior Technical Support Specialist US at Synthesia

Welcome to the video-first worldFrom your everyday PowerPoint presentations to Hollywood movies AI will transform the way we create and consume content. Today people want to watch and listen not read both at home and at work. If youre reading this and nodding check out ourbrand video.Despite the clear preference for video communication and knowledge sharing in the business environment are still dominated by text largely because high-quality video production remains complex and challenging to scaleuntil nowMeet SynthesiaWere on a mission to make video easy for everyone. Born in an AI lab our AI video communications platform simplifies the entire video production process making it easy for everyone regardless of skill level to create collaborate and share high-quality videos. Whether its for delivering essential training to employees and customers or marketing products and services Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. Were trusted by leading brands such as Heineken Zoom Xerox McDonalds and more. Readstories from happy customersand what1200 people say on G2.In 2023 we were one of 7 European companies to reach unicorn February 2024 G2 named us as the fastest growing company in the 2025 we announced our series D total weve raised over $330M in funding from top-tier investors including NEA Atlassian Ventures WiL PSP Growth and existing investors such as Accel Nvidia Kleiner Perkins GV and top founders and operators including Stripe Datadog Miro Webflow and Facebook.As a Junior Technical Support Specialist at Synthesia youll be part of the team ensuring delivering first-line technical support to enterprise customers. Youll assist with technical investigations resolve customer issues and learn to handle more complex cases as you develop your technical and analytical skills.Youll work closely with experienced Technical Support Specialists and Engineers gaining exposure to a wide range of technical systems while supporting customers and internal teams. This is a great opportunity to start or advance your career in technical support within a fast-paced innovative SaaS company.Role Responsibilities:Provide first-line technical support to enterprise customers mainly via live chat investigating and resolving platform issuesGather and document all relevant information for reported issues ensuring accurate case creation and updatesApply standard troubleshooting techniques and validated fixes under guidance from senior team membersEscalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic detailsReproduce reported issues in internal environments to support investigationsFollow up with customers to ensure issues are resolved to satisfactionMaintain clear professional communication with customers throughout the support processDocument solutions troubleshooting steps and new learnings for internal knowledge sharingAbout You:1 year experience in a technical support helpdesk or customer-facing technical role (or relevant education)Strong interest in technology software troubleshooting and customer successClear and confident communicator both written and verbalExcellent organisational and problem-solving skills with attention to detailEager to learn new systems tools and troubleshooting techniquesComfortable working in a fast-paced environment and managing multiple tasksCollaborative team player with a proactive attitudeTechnical Experience (Preferred but not Required):Basic understanding of SaaS platforms and web technologiesFamiliarity with basic browser troubleshooting and developer toolsExperience using ticketing systems such as Intercom Jira or SalesforceAwareness of SSO concepts and authentication flowsInterest in APIs data analysis or system integrationsExposure to log analysis or monitoring platforms (e.g. Datadog)Success will be measured on:Key Performance Indicators (KPIs) within the support team including but not limited to:Customer Satisfaction (CSAT)First Response TimeSLA ComplianceProductivity metricsRequired Experience:Junior IC Key Skills Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications Employment Type : Full Time Experience: years Vacancy: 1