Customer Service Technical Associate

Enjoy helping people? Have a knack for problem-solving? Confident using technology?

Digital Theatre+ is looking for a friendly, organised and technically curious Customer Service Technical Associate to join our small, dedicated Customer Service team. The role is offered on a hybrid working basis.

At Digital Theatre+, we help schools, universities and cultural institutions around the world access inspiring digital theatre and educational content. Behind every great customer experience is a team making sure our platform is accessible, reliable and easy to use.

That's where you come in.

As one of the first points of contact for our customers, you'll help answer questions, resolve technical issues and support new institutions as they get set up on our platform.

Working closely with our Customer Service Manager, you'll develop your technical knowledge, learning how to configure customer access, troubleshoot problems and support a global customer base.

You don't need to be a technical expert to join us. We'll provide training on our systems and processes. What matters most is that you're a confident communicator, enjoy helping people and have the curiosity and determination to work out why something isn't working.

This is a great opportunity for someone with customer service experience who wants to develop their technical skills and grow within a supportive team.

What You'll Be Doing

• Supporting our customers: Responding to queries via email and video calls, providing friendly, professional and timely assistance.
  

• Helping customers get started: Supporting the onboarding of new schools, universities and institutions, ensuring they can access and use our platform successfully.
  

• Developing technical expertise: Learning how to configure customer access, including IP authentication, single sign-on (SSO), user accounts and other platform settings.
  

• Solving problems: Investigating access, login and browser-related issues, identifying solutions and escalating more complex technical problems when needed.
  

• Keeping things organised: Maintaining accurate records of customer queries, troubleshooting activity and resolutions using HubSpot.
  

• Guiding customers: Hosting online meetings to walk customers through technical questions, platform access and troubleshooting.
  

• Making things better: Helping develop useful guides, improve internal processes and identify recurring issues to enhance the customer experience.
  

• Working as one team: Collaborating with colleagues across Customer Success, Sales, Product and Engineering to ensure customers receive the support they need.
  

Requirements

What We're Looking For

We're looking for someone who combines excellent customer service skills with a genuine interest in technology.

You'll ideally bring:

• Previous experience in a customer service or customer support role, with confidence communicating directly with customers.
  

• A natural curiosity about technology and an enthusiasm for learning new systems and technical processes.
  

• Strong written communication skills, with the ability to explain information clearly and simply.
  

• A practical, methodical approach to problem-solving and troubleshooting.
  

• Excellent attention to detail, particularly when following processes or working with technical information.
  

• Good organisational skills, with the ability to manage competing priorities and work independently.
  

• A friendly, patient and empathetic approach, even when customers are experiencing difficulties.
  

• Confidence working as part of a small, collaborative team in a remote or hybrid environment.
  

Most importantly, you'll be someone who takes ownership, enjoys finding solutions and genuinely cares about delivering a great customer experience.

Even Better If You Have...

While not essential, we'd love to hear from you if you have experience with any of the following:

• Customer support within a B2B, SaaS or technology-based business.
  

• Helpdesk, service desk or technical support environments.
  

• CRM or ticketing systems such as HubSpot.
  

• Web applications, browsers or basic networking concepts.
  

• Authentication technologies such as SAML, SSO, Active Directory, Okta or Google Workspace.
  

• Supporting schools, universities, libraries or other educational institutions.
  

• Identity and access systems such as OpenAthens or Shibboleth.
  

Don't worry if these are unfamiliar. Specialist technical knowledge isn't a requirement. We're happy to teach someone who has the right foundation, attitude and enthusiasm to learn.

Benefits