Technical Support\/Customer Success Lead

MobiTV; Twickenham; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading technology firm in Twickenham is seeking a Technical Support/Customer Success Lead to provide first-line support for customers. The successful candidate will have at least 5 years of experience in customer support, excellent communication skills, and a proactive approach to problem-solving. This role offers a hybrid work environment and a competitive salary package, including various benefits.

Benefits

Competitive salary

Generous paid time off

Flexible work environment

Qualifications

• 5 years’ experience in a similar hands-on customer support role.
• Experience installing and supporting software products.
• Experience with radio automation systems is a plus.

Responsibilities

• Providing first-line technical support to our customers.
• Working with customers to resolve issues amicably.
• Testing new releases of our broadcast studio systems software.

Skills

Customer service experience

Attention to detail

Problem-solving skills

Communication skills

Computer and IT skills

Education

Background in computer science or software development

Job description

Description

Xperi invents, develops, and delivers technologies that create extraordinary experiences at home and on the go for millions of people around the world. Powering consumer electronics, connected cars, and digital content titles, we make entertainment more immersive, driving more intelligent, and every interaction seamlessly personalized through our renowned consumer brands: DTS, HD Radio, and TiVo. Xperi (NYSE: XPER) is a publicly traded technology company headquartered in San Jose, CA, with approximately 2,000 employees across North America, Europe, and Asia. Join our thriving team and play an integral role in shaping the future of entertainment technology.

The Role

You will join our team in Twickenham, London as a Technical Support/Customer Success Lead, helping our customers solve problems and liaising between customers and our development team to ensure quick and efficient solutions to customer issues. We work with major radio groups worldwide, including ABC, BBC, Bauer, Global Radio, Hubbard Broadcasting, MediaCo, New York Public Radio, Nova Entertainment, and SBS. This is a great opportunity to join our talented team in Twickenham, London, and help us grow our business serving radio customers with our products.

The Products

Our broadcast studio system, Rapid, is installed on customer premises or hosted in the cloud. It runs mainly on Windows Servers locally and on Linux in the cloud. Our mobile app products operate on iOS and Android devices, using APIs to receive content. These apps depend partially on customer infrastructure for functionalities like audio streaming.

Responsibilities include

1. Providing first-line technical support to our customers and managing reported issues until resolution, whether they use our mobile apps or broadcast studio systems.
2. Working with customers to resolve issues amicably and involving the development team as needed.
3. Proactively collaborating with the development team to identify issues before customers encounter them.
4. Testing new releases of our broadcast studio systems software.
5. Tracking customer support and providing reports to identify areas for improvement.
6. Being a first point of contact for new customers, helping them understand our processes and systems.
7. Collaborating with the wider team to improve support processes.

Desired Skills & Experience

Essential:

• 5 years’ experience in a similar hands-on customer support role.
• Great attention to detail and the ability to identify issues others might miss.
• Methodical problem-solving skills and clear documentation of findings.
• Timely response to customer issues with a customer-first approach.
• Excellent communication skills for effective customer interactions.
• Proactive updating of internal support systems.
• Strong computer and IT skills.
• Experience installing and supporting software products.
• Background in computer science or software development.
• Experience with radio automation systems is a plus.

Personal Characteristics:

• Problem-solving skills with quick and pragmatic issue resolution.
• Effective time management and prioritization skills.
• Team player with good verbal and written communication skills, capable of working with teams across locations.
• Interest in digital platforms, the tech industry, and radio.

Life @ Xperi

We value People, Customers, Performance, and Innovation. Our workplace fosters inclusion, safety, and recognition of individual contributions. We offer comprehensive pay, stock, and benefits, supporting personal well-being and financial security. Rewards include:

• Competitive salary, equity, bonuses, and benefits for work-life balance and health.
• Generous paid time off, holidays, sick leave, health initiatives, and charitable matching.
• Location-specific perks like discounts, transportation reimbursements, and amenities.
• A flexible, hybrid work environment combining in-office and remote work.

Xperi is an Equal Employment Opportunity Employer.