Technical Customer Support Associate

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Managing client support inquiries through email and chat, delivering prompt, accurate, and genuinely helpful responses to our clients.

• Offering first-level support for OMS Create - our virtual reality authoring platform - assisting clients in building and troubleshooting their own VR simulations.

• Taking ownership of and continuously enhancing our knowledge base.

• Identifying, documenting, and consistently escalating bugs in a clear manner.

• Participating in quality assurance for new features and releases.

• Establishing and maintaining internal processes to ensure support scales effectively as OMS expands.

• Collaborating with the Customer Success, Product, and Marketing teams to relay client feedback and highlight patterns and trends.

• Occasionally joining client calls or on-site visits with the broader customer team.

⛳️ Requirements

• 1–2 years of experience in a technical customer support position, preferably within a SaaS organization.

• You are proactive and not easily overwhelmed by complexity, uncertainty, or the rapid pace of a scaling environment.

• You possess excellent communication skills: clear, warm, and precise, whether composing a help article, managing a challenging client email, or reporting a bug to the product team.

• You have a genuine enthusiasm for AI and technology - you seek to understand how things work.

• You exhibit curiosity about the product: you notice when something isn't functioning correctly, can articulate the issue clearly, and are interested in understanding the reasons behind it.

• You are organized and self-motivated - you effectively manage your own time without needing reminders.

• You take pride in your work and the quality of your output, whether it’s a support response, a knowledge base article, or a QA note.

• You are a collaborative team player - you may have a designated role but are always willing to lend a hand wherever it’s needed.

🏝️ Benefits

• 38 days of annual leave (including public holidays).

• Private Medical Insurance.

• Flexible working environment - work from home or remote-first.

• Pension plan: 3% company contribution and 5% individual contribution.

• £500 one-off office setup allowance.

• High-specification work laptop and VR headset.

• Enhanced maternity, paternity, and adoption leave.

• The satisfaction of knowing that you are making a meaningful impact!