synthesia - Technical Support Associate - London

• 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