Technical Support Associate
If you're enthusiastic about assisting users, training, and skilled with technology, consider joining our Technology team!
- Job Title: Technical Support Associate
- Level & Responsibility: This role is suitable for a Junior Client Associate who is tech-savvy and skilled at engaging with stakeholders, handling inquiries, and facilitating training sessions.
- Salary: £24,000+ (depending on experience), plus our 10% discretionary bonus.
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Location & Hybrid Working: London, 2 days per week in office.
The role
We are looking for a Technical Support Associate to join our Technology team within the Engineering department. In this role, you will be responsible for responding to user queries, supporting user training, providing set up assistance, and delivering training support to our valued clients. This role offers an excellent opportunity for professional growth, with the potential to develop skills in Quality Assurance (QA) or Business Analysis (BA) to advance your career within the company.
Why SMG?
We are dedicated to supporting our employees to be the best version of themselves both inside and outside of work. We have an extraordinary culture built by exceptional people and it’s because of this that we’ve been recognised by Best Companies within the top 5 best Marketing & Media agencies to work for, with a World Class and Outstanding accreditation across the past 2 years.
We are also dedicated to continuously reviewing and improving our benefits package to offer the best that we can for our people. We have a whole page dedicated to our benefits here, but here's some of our favourites...
💰 10% discretionary bonus scheme
🧘♂️ £1,800 yearly wellbeing fund (on top of your salary!) towards your personal wellbeing and passions
🫶 4 additional Wellbeing Days - one to be taken each quarter, dedicated to focusing on your wellbeing
📚 £500 yearly “Uni Fund” towards learning and development
🎧 Free headspace subscription
🕐 4pm Friday finishes all year round
🥳 Two fully paid conferences a year at Summer & Winter, as well as a dedicated team that put on activities and celebrations throughout the year
Why you?
In line with our company values, within your role you'll want to stay honest, stay hungry, stay foolish, and most importantly, have fun! More specifically, you'll have / be:
- Strong communication skills are essential to address user queries, conduct training sessions, and collaborate with team members.
- Excellent problem-solving abilities are required to troubleshoot technical issues, identify root causes, and implement effective solutions to ensure a seamless user experience.
- Attention to detail is critical to ensure the accuracy and integrity of client data.
- A customer-centric mindset is necessary to understand and address the needs of users, to provide prompt and professional support, and deliver training tailored to their requirements.
- Basic knowledge of data governance principles is desirable to implement and maintain data governance policies and procedures to ensure the security and compliance of client data.
- Basic knowledge of SaaS platforms and technology concepts is beneficial to support users and troubleshoot technical issues.
- Eagerness to learn is essential to take advantage of opportunities to progress in the role and potentially transition into Quality Assurance (QA) or Business Analysis (BA) positions.
- Ability to work both independently and collaboratively within a team environment is important to effectively collaborate with colleagues, share knowledge, and contribute to the overall success of the Customer Support Department.
P.s. we try really hard to make sure that we list only essential criteria here, BUT if you think you can do an amazing job, yet don't have every single thing on this list, we'd still love to hear from you.
What you'll be doing
We pride ourselves on creating challenging and exciting opportunities, meaning that no two days are the same. However, here's an idea of what your responsibilities will look like:
- Respond promptly and effectively to user inquiries via email, phone, or chat, to ensure a seamless user experience.
- Assist clients with the initial setup and configuration of the Plan-Apps platform, to guide them through the onboarding process.
- Implement and maintain data governance policies and procedures to ensure the integrity, security, and compliance of client data within the Plan-Apps platform.
- Conduct training sessions and workshops for clients to educate them on how to effectively utilise the features and capabilities of the Plan-Apps platform.
- Actively gather feedback from users to identify areas for improvement in the platform's functionality, usability, and overall user experience.
- Take advantage of opportunities to learn and develop skills in Quality Assurance (QA) or Business Analysis (BA) through structured training programs, on-the-job learning, and mentorship from experienced professionals.
The process
- We will invite you to a first interview which we try to keep relatively informal, so it gives you the opportunity to share your authentic self. The hiring team will be looking to understand more about your experience and why you're interested in working with us.
- There will be a second interview which will last a little longer, and involve some form of task to showcase your ability to do the role.
- We then invite you to a meet & greet which is an opportunity for you to meet the team you'll be joining and ask them questions about the role and wider business.
🌟 Helping you shine 🌟
We are committed to helping you shine and show your full potential by making any changes you might need throughout your application. If you need an alternative way of applying for this role, support with understanding the role and its requirements, changes to be made to the way we hold our interviews, or anything else, then please reach out to us. You can either let us know on your application form or contact the people team to discuss how we can help on careers@smg.team.
🤝 SMG are proud to be an equal opportunities employer 🤝
We are fully committed to providing equality in the workplace and ensure all opportunities for, and during employment, will be afforded to individuals fairly and irrespective of age, disability, gender, gender reassignment, marital or civil partnership status, pregnancy or maternity, race including colour, ethnic or national origins and nationality, religion or belief or sexual orientation ("the protected characteristics"). We want our organisation to reflect the diversity of our communities and we welcome applications from people from all backgrounds. More information on what we are doing can be found here.
Our full data retention policy can be found here. Got questions? Take a look at our FAQ's here.
- Department
- Engineering
- Locations
- London
- Remote status
- Hybrid Remote
London
Life at SMG
Our workplace culture is super important to us and we have a team dedicated to making SMG a great place to work. Whether it's Wellbeing Wednesday, a virtual quiz, or giving back to our charity partner The Trussell Trust, there is always something going on here at SMG. Take a look at some of the things we've been up to on our Life at SMG page.
Technical Support Associate
If you're enthusiastic about assisting users, training, and skilled with technology, consider joining our Technology team!
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