Customer Service Technical Associate

About the Role

Digital Theatre is looking for an organised personable and technically curious Customer Service Technical Associate to join our small and dedicated customer service team.

You will be the first point of contact for our customers - responding to queries troubleshooting issues and helping institutions get set up and onboarded onto the platform. Working alongside our Customer Service Manager you will learn to support the technical side of customer onboarding including authentication configuration while delivering a consistently excellent service to our global customer base.

This is a great role for someone who enjoys problem-solving is comfortable with technology and genuinely likes helping people. You dont need to be a technical expert on day one - well train you - but you do need to be the kind of person who wants to understand how things work and isnt afraid to dig into a problem.

• Respond to customer queries via email and video call providing clear helpful and timely support
  

• Support the onboarding of new customers onto the platform including configuring access and authentication methods
  

• Learn to perform technical configuration tasks including IP authentication username and password setup via CSV imports SAML SSO service provider configuration and group rules
  

• Troubleshoot access authentication and browser issues for customers and escalate complex cases appropriately
  

• Maintain accurate records of customer interactions issues and resolutions in our ticketing system (HubSpot)
  

• Conduct web meetings with customers providing on-the-spot guidance and troubleshooting with a professional and approachable manner
  

• Contribute to process documentation and improvement helping us build a clear knowledge base for common issues and workflows
  

• Work cross-functionally with Customer Success Sales Product and Engineering to advocate for customer needs and resolve issues
  

Requirements

What Youll Need

• Experience in a customer-facing role - ideally in a B2B or SaaS environment but were open to strong candidates from other backgrounds
  

• A genuine interest in technology and a willingness to learn technical skills on the job - youll be trained on authentication protocols SSO and platform configuration
  

• Confident troubleshooting skills - youre the kind of person who tries to work out why something isnt working before asking for help
  

• Strong written and verbal communication - you can explain technical concepts clearly to non-technical people
  

• High attention to detail and the ability to work methodically through issues
  

• Comfortable working independently in a remote environment managing your own time and priorities
  

• Empathy patience and a genuine desire to help customers succeed
  

It Would Be Great If You Also Have

• Experience with ticketing or CRM systems (particularly HubSpot)
  

• Familiarity with web applications browsers and basic networking concepts (DNS proxies connectivity)
  

• Exposure to authentication technologies (SAML SSO Active Directory Okta Google Workspace)
  

• Experience supporting customers in education libraries or institutional settings
  

• Experience with identity federation (Shibboleth OpenAthens UK Access Management Federation)
  

Benefits

Benefits

At Digital Theatre were committed to building a supportive flexible and people-centred workplace. Our benefits reflect this helping you thrive in and out of work.

Time Off

• 25 days annual leave 8 UK bank holidays. Birthday day off an extra paid day to celebrate you. Company-wide Christmas shutdown (additional paid time off). 1 paid Wellbeing Day each year to rest reset and recharge
  

Wellbeing & Health

• 24/7 virtual GP access via MyPocketGP. Online health assessment. Paycare Health Cash Plan including optical dental therapy and specialist consultation allowances plus personal accident cover.
  

• Employee Assistance Programme confidential counselling(including up to 6 face-to-face sessions)
  

• Free Calm app subscription for mindfulness relaxation and better sleep.
  

• Flu vaccination vouchers available annually.
  

• Regular funded social events volunteering days & quarterly team social allowance
  

Flexible Working

• Hybrid working model.
  

• Work from anywhere for up to 4 weeks per year
  

Learning & Development

• Access to Sanctus coaching for personal and professional growth. Udemy online learning to support your development goals. Protected learning time during working hours
  

Financial Support

• Workplace pension. Paycare Perks discounts on shopping travel dining & more. Salary sacrifice schemes including tech cycle-to-work and childcare vouchers (eligibility applicable)
  

Family-Friendly Policies

• Phased return-to-work programmes full pay part-time hours.
  

Digital Theatre is an equal opportunity employer. We welcome your application and believe in diversity of experience and opinion. Applications will be considered without regard to irrelevant education culture ethnicity race sex gender identity and expression nation of origin age languages spoken colour religion disability sexual orientation and beliefs. We celebrate multiple approaches and points of view and believe passionately that employing a diverse workforce is central to our growth and success so we are building a culture where difference is valued.