Customer Service Technical Associate
Posted 2 days 11 hours ago by Digital Theatre
Permanent
Full Time
Customer Service Jobs
England, United Kingdom
Job Description
Monument, United Kingdom Posted on 10/14/2026
Digital Theatre+ is on a mission to transform the way students learn and teachers teach. As a leading education technology platform, we bring world-class theatre, performances, and rich learning resources directly into classrooms and libraries around the world. We believe the arts should be accessible to everyone, not just the few, and we're building a service that empowers millions of students to experience culture in a way they may never otherwise have the chance to. We're a team driven by purpose. Our work creates new opportunities for learners globally, and everything we do is centred around understanding and meeting the needs of teachers and students. We listen deeply, value data, and constantly innovate to build something that genuinely improves lives.
At Digital Theatre+, you'll join a highly collaborative, ambitious, and values-led group of people who care about impact, continuous learning, and doing great work together. We move quickly, think creatively, and support each other to grow, both personally and professionally. As a growing organisation, every person we hire shapes our future.
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.
What You'll Be Doing
To be considered, you'll need to demonstrate:
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:
Time Off & Flexibility
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 . click apply for full job details
Digital Theatre+ is on a mission to transform the way students learn and teachers teach. As a leading education technology platform, we bring world-class theatre, performances, and rich learning resources directly into classrooms and libraries around the world. We believe the arts should be accessible to everyone, not just the few, and we're building a service that empowers millions of students to experience culture in a way they may never otherwise have the chance to. We're a team driven by purpose. Our work creates new opportunities for learners globally, and everything we do is centred around understanding and meeting the needs of teachers and students. We listen deeply, value data, and constantly innovate to build something that genuinely improves lives.
At Digital Theatre+, you'll join a highly collaborative, ambitious, and values-led group of people who care about impact, continuous learning, and doing great work together. We move quickly, think creatively, and support each other to grow, both personally and professionally. As a growing organisation, every person we hire shapes our future.
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.
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.
- 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.
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.
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.
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.
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.
- 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.
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.
- 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.
- Regular company funded social events, volunteering opportunities and team activities.
- Access coaching for personal and professional development.
- Online learning resources.
- Practical training and opportunities to develop valuable technical skills.
- 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.
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 . click apply for full job details