Customer Service Technical Associate

Enjoy helping customers? Confident with technology? Love solving problems?

Digital Theatre+ is looking for a friendly, organised and customer-focused Customer Service Technical Associate to join our small, dedicated Customer Service team.

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 answer questions, resolve issues and help new institutions get set up on our platform.

This is first and foremost a customer service role, with a technical element. We're looking for someone who already has hands-on experience helping customers and resolving their problems, alongside an interest in technology and a willingness to develop their technical skills.

You don't need to be a technical expert. We'll train you on our systems, authentication processes and platform configuration. What matters is having a strong foundation in customer service, being comfortable with technology and enjoying the challenge of finding solutions.

This is an excellent opportunity for someone who wants to build on their existing customer service experience and develop specialist technical support skills.

This is a hybrid role, attending the office one day per week. However, for the right candidate, we are willing to consider a UK-based remote position.

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What You'll Be Doing

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

• Resolving customer issues: Taking ownership of enquiries, investigating problems and guiding customers towards a resolution.

• 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.

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

• 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 user guides, improve processes and identify recurring issues to enhance the customer experience.

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

Requirements

What We're Looking For – Essential Requirements

We're looking for someone with proven customer service experience who is comfortable working with technology.

To be considered, you'll need to demonstrate:

1. At least 12 months (or the equivalent) customer service experience

You must have worked for at least 12 months in a role where helping customers, responding to enquiries and resolving customer issues formed a main part of your day-to-day responsibilities.

This could include customer service, customer support, helpdesk or service desk roles, provided that directly supporting customers or service users was a primary responsibility.

We're looking for experience supporting:

• External business customers (B2B).

• Individual consumers (B2C).

• Users of a service such as students receiving support from a university helpdesk.

Experience supporting only your employer's internal staff does not meet this requirement.

Customer service must have been a substantial part of your role, rather than an occasional responsibility alongside other technical work.

2. Demonstrable experience working with technology

In addition to your customer service experience, you must be able to demonstrate at least one of the following from a previous role:

• Using a customer service ticketing or support system to manage enquiries.

• Troubleshooting customer login, account access or authentication issues.

• Providing support to customers using a software product or online platform.

• Working in an IT helpdesk or service desk environment supporting customers or service users.

You don't need experience with all of these. We're looking for a practical foundation and the willingness to learn more.

3. Strong written communication

Much of this role involves communicating with customers by email, so excellent written English is essential.

You should be able to explain information clearly and accurately, respond professionally to customer questions and make technical issues understandable to people who may not be confident using technology.

4. A customer-focused approach to problem-solving

You'll need to enjoy helping people, be patient when resolving problems and be willing to investigate issues rather than simply passing them on.

We're looking for someone who is methodical, pays attention to detail and takes pride in providing a positive customer experience.

5. Good organisation and independence

You'll need to be comfortable managing multiple enquiries, keeping accurate records and prioritising your workload while working independently as part of a small, collaborative team.

Is This the Right Level of Role for You?

This is an associate-level, customer-service-focused position, with training and development in technical support.

It is best suited to someone who enjoys dealing directly with customers and wants to develop their technical knowledge, rather than someone seeking to continue in a senior, managerial, software engineering or advanced second- or third-line IT support role.

The majority of your day will involve responding to customers, handling enquiries and resolving everyday problems.

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.

• CRM or ticketing systems, particularly HubSpot.

• Web applications, browsers and 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. We'll provide training on the specialist technologies used by our customers.

Benefits

What We Offer

At Digital Theatre, we're committed to creating a supportive, flexible and people-centred workplace. Our benefits are designed to help you thrive both professionally and personally.

Time Off & Flexibility

• 25 days' annual leave plus 8 UK bank holidays.

• An additional paid day off for your birthday.

• Company-wide Christmas shutdown with additional paid time off.

• One paid Wellbeing Day each year.

• Flexible hybrid working arrangements.

• The opportunity to work from anywhere for up to four weeks per year.

Health & Wellbeing

• 24/7 virtual GP access

• Health Cash Plan, including dental, optical and therapy allowances.

• Employee Assistance Programme offering confidential support and counselling.

• Free Calm app subscription.

• Annual flu vaccination vouchers.

• Regular company-funded social events, volunteering opportunities and team activities.

Learning & Development

• Access coaching for personal and professional development.

• Online learning resources.

• Practical training and opportunities to develop valuable technical skills.

Financial & Family Support

• Workplace pension.

• Paycare Perks, offering discounts on shopping, travel and dining.

• Salary sacrifice schemes, subject to eligibility.

• Supportive family-friendly policies, including phased return-to-work arrangements.

Why Join Digital Theatre?

You'll be joining a business that combines creativity, education and technology, helping institutions around the world bring theatre and learning to life.

We're a collaborative team where your contribution matters, your ideas are welcomed and you'll have the opportunity to develop skills that can shape your future career.

If you enjoy helping people, take pride in getting things right and love the satisfaction of solving a problem, we'd love to hear from you.

Digital Theatre is an equal opportunities employer. We value different backgrounds, experiences and perspectives and are committed to creating an inclusive environment where everyone feels respected, supported and able to contribute.

We welcome applications from candidates of all backgrounds and are happy to discuss reasonable adjustments throughout the recruitment process.