Monitoring Support Specialist supporting automated tests for enterprise customers in AI - powered customer experience assurance. Investigating failures and preventing service disruptions while on a hybrid schedule.
About the role
- Support Specialist for Multiverse, assisting clients and apprentices through the Intercom platform. Engaging in troubleshooting issues and maintaining communication with diverse stakeholders.
Responsibilities
- Respond to support tickets via Intercom with clarity, empathy, and urgency—supporting apprentices, employers, and internal teams.
- Confidently investigate user-reported issues by impersonating users, replicating scenarios, and following structured troubleshooting guides.
- Accurately document findings and next steps in clear, well-structured technical tickets in line with internal guidelines.
- Build trust and maintain strong communication with customers, handling sensitive or escalated issues with professionalism.
- Demonstrate strong comprehension skills—accurately read, interpret, and respond to complex or unclear requests.
- Handle complaints and challenging conversations with care, aiming for effective and fair resolution.
- Manage and prioritise a high volume of tickets, balancing efficiency with accuracy and tone.
- Confidently push back on stakeholders when necessary, with a clear, respectful approach.
- Act as a role model in the team—setting a standard for tone of voice, responsiveness, accountability, and support quality.
- Become a product expert, deepening your understanding of all features and use cases and keep up to date with product releases and adjust support approaches accordingly.
- Proactively share feedback and ideas to improve the customer experience and internal workflows using data driven approach
- Contribute to and maintain high-quality support documentation and help content written in Plain English.
- Work cross-functionally with product, operations, and training teams to resolve complex issues at the root.
Requirements
- Proven 2+ years experience with at least 1 year experience in a tech specialist role in customer support, client service, or helpdesk — ideally within education, training, or a tech-enabled environment.
- Strong background in client communication, with the ability to build trust and manage expectations effectively.
- Excellent written communication—fluent in Plain English, with the ability to explain complex or sensitive topics clearly.
- Strong interest in technology enabled products
- Strong reading comprehension and problem-solving skills.
- Experience managing high ticket volumes while maintaining service standards.
- Confidence and professionalism when handling complaints, escalations, and stakeholder interactions.
- A proactive mindset and a passion for continuous improvement.
- Ability to thrive in a fast-changing environment with frequent product updates and evolving team responsibilities.
- A team player who can influence others positively and help raise the bar for support quality.
- Experience with Intercom or similar customer support platforms
Benefits
- 25 days annual leave
- Private healthcare
- Pension scheme
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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