Hybrid Customer Experience Agent – Technical Support

at CyberSmart

• Job title: Customer Experience Agent – Technical Support
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: MacOS
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Experience Agent providing technical support and service assistance. Collaborating with teams to enhance customer satisfaction and engagement through proactive communication.

Responsibilities

• Be the first point of contact for customer and partner queries across chat, email, phone, and video.
• Provide technical support for Windows, macOS, and mobile systems, including software installations, CE+ processes, and troubleshooting.
• Host support and enablement calls via Google Meet, Teams, or phone, helping users navigate setup, issues, or certification.
• Escalate complex or unresolved issues to more senior members of support while maintaining full visibility and communication with the customer.
• Ensure every customer interaction is empathetic, professional, and outcome-driven.
• Guide users through key lifecycle moments—onboarding, certification, renewals, with clarity and ownership.
• Proactively identify customers at risk (e.g., low engagement, recurring issues) and escalate to the appropriate internal teams.
• Respond to cancellation or downgrade requests with care, flagging for retention opportunities and assisting Customer Success Managers in follow-up.
• Write and maintain clear, user-friendly help guides, how-tos, and FAQs to reduce support friction.
• Contribute to internal knowledge bases and playbooks to promote consistent, high-quality support across the team.
• Ensure all case records in the CRM are updated with accurate tags, classifications, and customer context.
• Capture and share customer feedback, usage trends, and product friction points with CX and Product teams.
• Collaborate in team retros, QA sessions, and process improvement initiatives.
• Support Voice of the Customer activities, CSAT/NPS feedback loops, and churn pattern analysis.
• Partner with Customer Success and Account Managers to align on high-priority accounts and deliver a joined-up experience.
• Assist in managing Cyber Essentials Plus audit-related support, customer walkthroughs, and software submissions.
• Support marketing or product enablement efforts by surfacing customer insights, blockers, and usability trends.

Requirements

• Experience in a technical support or service desk environment (1 - 2 years minimum).
• Strong understanding of Windows, Mac, and mobile operating systems; familiarity with virtual machines and basic networking.
• Empathy, emotional intelligence, and outstanding written and verbal communication skills.
• Experience managing live chat, phone, and video support with professionalism and clarity.
• Customer-first mindset with a proven ability to manage high-pressure interactions calmly and constructively.
• Knowledge of security certifications like Cyber Essentials or experience supporting CE+ audits is a bonus.
• CRM or helpdesk experience (e.g., Zendesk, Salesforce, HubSpot).

Benefits

• A competitive salary
• Flexible working hours and a remote-first working environment (in-person collaboration sessions will be required from time to time and will be fully expensed)
• 25 days of annual leave plus public holidays
• 1-day additional leave for every full year of employment to a maximum of 5 additional days
• Your birthday as a free holiday day
• Access to our Employee Equity Scheme
• Private health care upon successful completion of probation
• Annual learning and development grant of £2,500
• £500 Personal Growth grant to spend at your discretion
• Access to Spill, our mental health and wellbeing support network
• Regular team breakfasts and lunches
• A vibrant and supportive team culture
• A beautiful workspace in Shoreditch, designed with natural light, lush plants, and complimentary high-quality tea and coffee
• The necessary technology, including a MacBook and additional equipment, to create an optimal home working environment and enable you to excel in your role, including a £250 yearly office equipment/maintenance grant