Client Services & Technical Support Specialist - Days

• At least two years in technical or application support for a software product, ideally B2B SaaS
• Comfortable on the phone with a frustrated senior stakeholder, and able to write an email a busy client will actually read
• You know the difference between closing a ticket and solving a problem

• A working understanding of browsers, operating systems, email delivery, HTML and CSS
• Comfortable with browser developer tools, reading an error message and working out what a user actually did
• Able to describe a defect so an engineer can reproduce it first time

• Experience configuring and operating a feature-rich platform for someone else: event technology, CRM, marketing automation or similar
• Meticulous attention to detail. A typo on a bank's event invitation goes to thousands of people
• Able to run several live projects with fixed dates at once without dropping any of them

• Experience with event platforms such as Cvent, Stova, Bizzabo or similar
• An event management or events agency background
• Zendesk and Jira
• Confident, everyday use of AI tools in your work
• Strong Excel or reporting skills

• You want a fully remote role. Three days a week in Farringdon is not negotiable
• You want a first-line role working from scripts
• You would rather escalate a problem than investigate it
• Event dates that do not move make you uncomfortable
• You need visa sponsorship, now or in the future. We do not sponsor

• Hybrid, three days a week in our Farringdon office: Unit 301 The Record Hall, 16-16A Baldwins Gardens, London EC1N. There is a good coffee shop next door and a food market outside
• 9am to 5pm, Monday to Friday
• You sit in the Support team and work closely with engineering and product
• Serious investment in AI tooling and training

Submit your CV and answer both questions on the application form:

1. Tell us about a time a client was frustrated by a technical problem you could not fix straight away. What did you do, and how did it end?
2. Describe a complex piece of software you learned well enough to configure or run on someone else's behalf. How did you learn it, and what caught you out?

Applications without answers to both questions will not be reviewed.

We are an equal opportunities employer. You must have the right to work in the UK without requiring sponsorship, now and in the future, and be currently based in the UK. We do not offer visa sponsorship for this role.