Technical Customer Support Associate
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Job Description
Customer Support Associate providing technical support for OMS clients in the UK and US. Joining a small team to enhance client experience with AI support tools and internal processes.
Responsibilities:
- Handling client support tickets across email and chat, giving fast, accurate and genuinely helpful responses to our clients
- Providing first-line support for OMS Create - our VR authoring platform - helping clients build and troubleshoot their own VR simulations
- Owning and continuously improving our knowledge base
- Identifying, documenting and escalating bugs clearly and consistently
- Contributing to QA for new features and releases
- Building and maintaining internal processes so that support scales well as OMS grows
- Collaborating with the Customer Success, Product and Marketing teams to share client feedback and flag patterns and trends
- Occasionally joining client calls or on-site visits alongside the wider customer team
Requirements:
- 1–2 years’ experience in a technical customer support role, ideally within a SaaS company
- You are proactive and not easily phased by complexity, uncertainty or the fast pace of a scale-up environment
- You are a great communicator: clear, warm and precise, whether you’re writing a help article, handling a tricky client email, or flagging a bug to the product team
- You are genuinely excited about AI and technology - you want to understand how things work
- You are curious about product: you notice when something doesn’t work right, you can describe it clearly, and you’re interested in why
- You are organised and self-directed - you manage your own time and you don’t need to be chased
- You take care and pride in what you produce, whether that’s a support response, a knowledge base article, or a QA note
- You are a team player - you may have a job title but you’re always willing to roll up your sleeves and help wherever help is needed
Benefits:
- 38 days annual leave (incl. Public holidays)
- Private Medical Insurance
- Flexible work environment - work from home/ remote first
- Pension: 3% company and 5% individual contribution
- £500 one-off office set up allowance
- High specification work laptop and VR headset
- Enhanced maternity, paternity and adoption leave
- Knowing that you are making a real difference!
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