Technical Support Specialist - New York

Why is now a really exciting time to join Synthesia?

Synthesia's vision is to build the first fully programmable video generation platform and help everyone transform non-video content into video. We are the world’s leader in synthetic AI, working with some of the world’s biggest corporate and media brands; BBC, EY, Facebook, McDonalds, Amazon and WPP, to name a few! We already partner with big celebrity names such as David Beckham and Lionel Messi, a campaign collaboration which also received a Cannes Lion Award in 2021. We have crazy user traction with our first self-service product for businesses in just 6 months since the unveiling! Despite the product still being in public beta, we have a very high NPS of 71 and growing! We've raised more than $66 Million so far from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 🌟 #5 on Europe's Tech Soonicorn list 🦄

Join the rocket ship while it's taking off! 🚀

As a Technical Support Specialist (TSS) you are in a position of responsibility to provide more specialised technical assistance and support to customers who are experiencing platform issues and act as an escalation point for Tier 1 support.

The role...

• Provide technical assistance and support to customers via email, chat, or remote access calls / tools
• Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
• Identify and diagnose technical issues related to our platform and other technical components
• Collaborate with Tier 1 support (CSR’s) to resolve more complex technical issues
• Escalate issues to Tier 3 support or other teams when necessary
• Provide timely updates to customers on the status of their request / issues
• Meet individual and team performance metrics (KPI’s) such as service level agreements, final resolution times, customer satisfaction, first contact resolution and escalation rates
• Continuously improve your own product knowledge, technical skills and remain up to date with our product, services and processes
• Participate in knowledge sharing and training sessions with the support team and customers as and when required
• Provide constructive feedback to the business and leadership teams to improve customer support processes and procedures

About you...

• At least 2 years experience within a technical support environment; Bachelor’s degree in a related field desirable but not essential.
• Excellent verbal and written communication skills
• Good technical knowledge
• Experience in troubleshooting technical issues and providing solutions
• Experience in using tools to technically support customers remotely
• Ability to work in a fast-paced and dynamic environment
• Ability to work independently and as part of a team
• Flexibility to work different shifts, bank holidays and weekends as and when required
• You are based in New York

Success will be measured on -

Key Performance Indicators (KPI’s) set within the support team which include but are not limited to, Customer Satisfaction (CSAT & NPS), First Response Time, Service Level Agreement, Productivity, Escalation rates

The good stuff...

In addition to being a part of a great team, working in a fun and innovative environment, we offer...

🏢 Flexible WFH

📈 Generous stock option plan

💰 Discretionary based bonus

👩‍⚕️ 100% Medical, Dental & Vision

🧓 401k Plan

🌴 25 days of annual leave + Public holidays

😍 4 week paid sabbatical after 4 years at the company + $10,000!!

🎉 Fun culture with regular socials and company retreats

📨 Referral scheme

⌨ WFH set up

💰 Salary $55k

If you want to be a part of building a legendary company, COME JOIN US! 😊