📍 Job Overview

• Job Title: Customer Experience Agent (Technical Support)
• Company: CyberSmart
• Location: London, United Kingdom
• Job Type: Hybrid (Remote OK)
• Category: Customer Support & Technical Assistance
• Date Posted: 2025-06-18
• Experience Level: Entry to Mid-Level
• Remote Status: Remote OK (with occasional in-person collaboration)

🚀 Role Summary

• Serve as the first point of contact for customers and partners, providing technical support and driving exceptional customer experiences.
• Combine technical expertise with a passion for customer service to resolve issues, enhance loyalty, and reduce churn.
• Collaborate cross-functionally with Product, Sales, and Customer Success teams to ensure a seamless customer journey.

📝 Enhancement Note: This role goes beyond traditional Level 1 support, requiring strong problem-solving skills, emotional intelligence, and a customer-first mindset.

💻 Primary Responsibilities

• Customer Support & Technical Assistance:

  • Handle customer and partner queries across chat, email, phone, and video.
  • Provide technical support for Windows, macOS, and mobile systems, including software installations, CE+ processes, and troubleshooting.
  • Host support and enablement calls, guiding users through setup, issues, or certification processes.
  • Escalate complex or unresolved issues to senior members of the support team while maintaining full visibility and communication with the customer.

• Customer Experience & Engagement:

  • Ensure every customer interaction is empathetic, professional, and outcome-driven.
  • Guide users through key lifecycle moments, such as onboarding, certification, renewals, with clarity and ownership.
  • Proactively identify customers at risk and escalate to appropriate internal teams.
  • Respond to cancellation or downgrade requests with care, flagging retention opportunities and assisting Customer Success Managers in follow-up.

• Documentation & Knowledge Sharing:

  • Write and maintain clear, user-friendly help guides, how-tos, and FAQs to reduce support friction.
  • Contribute to internal knowledge bases and playbooks to promote consistent, high-quality support across the team.
  • Ensure all case records in the CRM are updated with accurate tags, classifications, and customer context.

• Insights & Continuous Improvement:

  • Capture and share customer feedback, usage trends, and product friction points with CX and Product teams.
  • Collaborate in team retrospectives, QA sessions, and process improvement initiatives.
  • Support Voice of the Customer activities, CSAT/NPS feedback loops, and churn pattern analysis.

• Cross-Functional Collaboration:

  • Partner with Customer Success and Account Managers to align on high-priority accounts and deliver a joined-up experience.
  • Assist in managing Cyber Essentials Plus audit-related support, customer walkthroughs, and software submissions.
  • Support marketing or product enablement efforts by surfacing customer insights, blockers, and usability trends.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 1-2 years of experience in a technical support or service desk environment.

Required Skills:

• Strong understanding of Windows, Mac, and mobile operating systems; familiarity with virtual machines and basic networking.
• Empathy, emotional intelligence, and outstanding written and verbal communication skills.
• Experience managing live chat, phone, and video support with professionalism and clarity.
• Customer-first mindset with a proven ability to manage high-pressure interactions calmly and constructively.
• CRM or helpdesk experience (e.g., Zendesk, Salesforce, HubSpot).

Preferred Skills:

• Knowledge of security certifications like Cyber Essentials or experience supporting CE+ audits.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate strong communication skills through case studies or testimonials highlighting successful customer interactions.
• Showcase problem-solving abilities with examples of complex technical issues resolved.
• Highlight any experience with security certifications or supporting CE+ audits.

Technical Documentation:

• Provide examples of clear, concise, and user-friendly help guides, how-tos, or FAQs created.
• Demonstrate understanding of CRM or helpdesk systems by showcasing well-maintained case records.

💵 Compensation & Benefits

Salary Range: £25,000 - £35,000 per annum (based on experience and regional market rates for customer support roles in London)

Benefits:

• Competitive salary
• Flexible working hours and a remote-first working environment
• 25 days of annual leave plus public holidays
• 1-day additional leave for every full year of employment, up to a maximum of 5 additional days
• Birthday as a free holiday day
• Access to Employee Equity Scheme
• Private health care upon successful completion of probation
• Annual learning and development grant of £2,500
• £500 Personal Growth grant to spend at your discretion
• Access to Spill, mental health and wellbeing support network
• Regular team breakfasts and lunches
• Vibrant and supportive team culture
• Beautiful workspace in Shoreditch with natural light, lush plants, and complimentary high-quality tea and coffee
• Necessary technology, including a MacBook and additional equipment, to create an optimal home working environment

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity, with a focus on helping businesses protect themselves against cyber threats.

Company Size: Medium-sized (100-250 employees), providing a supportive and collaborative work environment for web developers and server administrators.

Founded: 2014, with a strong commitment to innovation and continuous improvement in the cybersecurity industry.

Team Structure:

• The Customer Experience team consists of dedicated agents, team leads, and managers, working collaboratively to deliver exceptional customer support.
• The team works closely with Product, Sales, and Customer Success to ensure a seamless customer journey and drive customer loyalty.

Development Methodology:

• The team follows Agile methodologies, with regular sprint planning, stand-ups, and retrospectives to ensure continuous improvement in customer support processes.
• Customer feedback is integrated into the development process to drive product enhancements and feature improvements.

Company Website: CyberSmart

📝 Enhancement Note: CyberSmart's focus on customer experience and continuous improvement creates an environment where web developers and server administrators can thrive, driving innovation and growth in the cybersecurity industry.

📈 Career & Growth Analysis

Customer Experience Agent (Technical Support) Career Level: This role is typically an entry to mid-level position, providing a strong foundation in customer support, technical assistance, and customer engagement. It offers opportunities for career progression into senior support roles, team leadership, or cross-functional positions within the company.

Reporting Structure: Customer Experience Agents report directly to the Customer Experience Team Lead, who works closely with the Customer Experience Manager and other cross-functional teams to ensure a seamless customer journey.

Technical Impact: In this role, you will directly influence customer satisfaction, loyalty, and retention by providing exceptional technical support and driving value-led conversations. Your insights and feedback will also contribute to product improvements and feature enhancements.

Growth Opportunities:

• Customer Experience Team Lead: After gaining experience and demonstrating strong leadership skills, you may progress to a team lead role, responsible for managing and developing a team of Customer Experience Agents.
• Cross-Functional Roles: As you develop expertise in customer support and engagement, you may explore opportunities in other departments, such as Sales, Customer Success, or Product Management.
• Technical Specialist: With a deep understanding of the company's products and services, you may specialize in specific areas, such as security certifications or technical support for particular features.

📝 Enhancement Note: CyberSmart's focus on customer experience and continuous improvement creates a dynamic environment for career growth and development, with opportunities for both vertical and horizontal progression within the company.

🌐 Work Environment

Office Type: Hybrid, with a beautiful workspace in Shoreditch designed with natural light, lush plants, and complimentary high-quality tea and coffee. The company encourages a remote-first working environment, with occasional in-person collaboration sessions.

Office Location(s): Shoreditch, London, with remote work options available for employees based in the United Kingdom.

Workspace Context:

• The workspace is designed to foster collaboration and creativity, with dedicated spaces for team meetings, brainstorming sessions, and relaxation.
• Employees have access to the necessary technology, including a MacBook and additional equipment, to create an optimal home working environment.
• The company offers a flexible working environment, with flexible hours and the option to work from home or in the office.

Work Schedule: Full-time, with flexible working hours to accommodate customer support needs and personal schedules. The company offers a competitive benefits package, including annual leave, health care, and learning and development opportunities.

📝 Enhancement Note: CyberSmart's hybrid work environment combines the best of both worlds, offering employees the flexibility to work from home or in the office, with a beautiful workspace designed to foster collaboration and creativity.

📄 Application & Technical Interview Process

Interview Process:

1. Initial Screening: A brief phone or video call to discuss your application, experience, and motivation for the role.
2. Technical Assessment: A hands-on assessment, focusing on your technical support skills, problem-solving abilities, and customer engagement techniques. You may be asked to resolve technical issues, document solutions, or role-play customer interactions.
3. Behavioral Interview: A structured interview to assess your communication skills, emotional intelligence, and customer-first mindset. You will be asked to provide examples of how you have handled challenging customer situations and driven positive outcomes.
4. Final Interview: A meeting with the Customer Experience Manager or a panel of stakeholders to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

• Highlight your strong communication skills with case studies or testimonials demonstrating successful customer interactions.
• Showcase your problem-solving abilities with examples of complex technical issues resolved.
• Emphasize any experience with security certifications or supporting CE+ audits, as these are valuable skills for this role.

Technical Challenge Preparation:

• Brush up on your technical skills, focusing on Windows, Mac, and mobile operating systems, as well as basic networking concepts.
• Familiarize yourself with common technical support scenarios and practice resolving them efficiently and effectively.
• Prepare for role-play scenarios, demonstrating your ability to handle challenging customer situations with empathy, professionalism, and clarity.

ATS Keywords: Customer Support, Technical Assistance, Customer Experience, Problem Solving, Communication, Empathy, Emotional Intelligence, CRM, Helpdesk, Security Certifications, Cyber Essentials, Customer Engagement, Churn Reduction, Customer Retention, Customer Satisfaction, Customer Feedback, Cross-Functional Collaboration, Agile Methodologies, Customer Journey, Customer Lifecycle, Customer Success, Sales, Product Management, Technical Specialist.

📝 Enhancement Note: CyberSmart's interview process is designed to assess your technical support skills, problem-solving abilities, and customer engagement techniques, as well as your fit for the company's collaborative and customer-focused culture.

📌 Application Steps

To apply for this Customer Experience Agent (Technical Support) position:

1. Submit your application through the provided link.
2. Tailor your resume and portfolio to highlight your relevant technical support experience, problem-solving abilities, and customer engagement skills.
3. Prepare for the interview process by brushing up on your technical skills, practicing common support scenarios, and researching CyberSmart's company culture and values.
4. Showcase your strong communication skills, emotional intelligence, and customer-first mindset throughout the application and interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with CyberSmart before making application decisions.