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Synthesia · 2 weeks ago

Junior Technical Support Specialist - US

United States

Full-time

Remote

Entry Level

1+ years exp

Synthesia is an innovative company on a mission to simplify video production for everyone. As a Junior Technical Support Specialist, you will provide first-line technical support to enterprise customers, assisting with technical investigations and resolving customer issues while developing your technical and analytical skills.

Artificial Intelligence (AI)Content CreatorsFoundational AIGenerative AISoftwareVideoVideo Editing

Responsibilities

Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues

Gather and document all relevant information for reported issues, ensuring accurate case creation and updates

Apply standard troubleshooting techniques and validated fixes under guidance from senior team members

Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details

Reproduce reported issues in internal environments to support investigations

Follow up with customers to ensure issues are resolved to satisfaction

Maintain clear, professional communication with customers throughout the support process

Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing

Qualification

Technical support experienceSaaS platforms knowledgeTroubleshooting techniquesTicketing systemsClear communicationProblem-solving skillsTeam collaborationAttention to detail