Temporary Technical Support Specialist

Office Angels; Greater London; Hybrid; GBP 18,000 - 23,000; Full time

Job summary

Office Angels in West End, London is seeking a Temporary Technical Support Specialist to handle support tickets and assist apprentices, employers, and internal staff in a hybrid setup from 09:00 to 17:30, Monday to Friday.

You will diagnose issues, document findings, and maintain high service standards while collaborating with product, operations and training teams. Becomes a product expert and uphold Plain English communication throughout.

Qualifications

• 2+ years in customer support, client service, or helpdesk roles, with at least 1 year in a tech specialist position
• Strong client communication to manage expectations effectively
• Excellent written communication in Plain English, capable of clarifying complex topics
• Interest in technology-enabled products and AI-driven support workflows
• Strong reading comprehension and problem-solving abilities
• Experience handling high ticket volumes while maintaining standards
• Confidence handling complaints, escalations, and stakeholder interactions
• Proactive mindset and continuous improvement

Responsibilities

• Respond to support tickets via Intercom with clarity, empathy, and urgency, assisting a diverse range of users including apprentices, employers, and internal staff
• Investigate user-reported issues by impersonating users and replicating scenarios, following structured troubleshooting guides
• Document findings and next steps in well-structured technical tickets, adhering to internal guidelines
• Build trust and maintain strong communication with customers, managing sensitive or escalated issues professionally
• Demonstrate strong comprehension by accurately interpreting and responding to complex requests
• Handle complaints and challenging conversations with care, striving for fair resolutions
• Manage and prioritise a high volume of tickets, balancing efficiency with accuracy and tone
• Push back on stakeholders when necessary with a clear, respectful approach
• Be a role model for tone, responsiveness, accountability, and support quality
• Become a product expert and stay updated with features, adjusting support approaches accordingly
• Proactively share feedback and ideas to enhance customer experience and internal workflows
• Contribute to maintaining high-quality support documentation and help content in Plain English
• Collaborate cross-functionally with product, operations, and training teams to resolve complex issues at the root

Skills

Customer support

Technical troubleshooting

Intercom

Plain English

Stakeholder management

Team collaboration

Tools

Intercom

Job description

Job: Temporary Technical Support Specialist

Location: West End

Start Date: ASAP

End Date: End of September

Pay: 15 p/h

Work Pattern: Monday - Friday - 09:00 - 17:30 - hybrid set up

You must have a valid DBS

Key Responsibilities:

• Respond to support tickets via Intercom with clarity, empathy, and urgency, assisting a diverse range of users including apprentices, employers, and internal staff.
• Investigate user-reported issues by impersonating users and replicating scenarios, while following structured troubleshooting guides.
• Document findings and next steps in well-structured technical tickets, adhering to internal guidelines.
• Build trust and maintain strong communication with customers, managing sensitive or escalated issues with professionalism.
• Demonstrate strong comprehension skills by accurately interpreting and responding to complex requests.
• Handle complaints and challenging conversations with care, striving for effective and fair resolutions.
• Manage and prioritise a high volume of tickets, balancing efficiency with accuracy and tone.
• Confidently push back on stakeholders when necessary, maintaining a clear and respectful approach.
• Act as a role model within the team, setting a standard for tone of voice, responsiveness, accountability, and support quality.
• Become a product expert, keeping up to date with all features and adjusting support approaches accordingly.
• Proactively share feedback and ideas to enhance customer experience and improve internal workflows.
• Contribute to maintaining high-quality support documentation and help content written in Plain English.
• Collaborate cross-functionally with product, operations, and training teams to resolve complex issues at the root.

What We're Looking For:

• A proven track record of 2+ years in customer support, client service, or helpdesk roles, with at least 1 year in a tech specialist position-ideally within education or a tech-enabled environment.
• Strong background in client communication, with the ability to build trust and manage expectations effectively.
• Excellent written communication skills, fluent in Plain English, capable of clarifying complex or sensitive topics.
• A keen interest in technology-enabled products and experience with AI-driven support workflows.
• Strong reading comprehension and problem-solving abilities.
• Experience managing high ticket volumes while maintaining service standards.
• Confidence and professionalism when handling complaints, escalations, and stakeholder interactions.
• A proactive mindset and a passion for continuous improvement.
• Ability to thrive in a fast-changing environment with frequent product updates and evolving team responsibilities.
• A team player who positively influences others and helps raise the bar for support quality.
• Experience with Intercom or similar customer support platforms is essential.

Nice to Have:

• Familiarity with apprenticeships, education, or regulated training environments.
• Experience in a startup or scale-up environment.
• Team lead experience.

If you are enthusiastic about technology, possess strong problem-solving skills, and thrive in a vibrant, fast-paced environment, this could be the perfect opportunity for you!

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