Temporary Technical Support Specialist

Office Angels; West End; Hybrid; GBP 18,000 - 23,000; Full time

Job summary

Office Angels in West End seeks a Temporary Technical Support Specialist to join a dynamic tech-enabled education team. Start ASAP with an end date at the end of September; hybrid pattern, Mon-Fri 09:00-17:30; £15 per hour; a valid DBS is required.

The role involves handling Intercom tickets, troubleshooting issues, documenting steps, and maintaining clear communications while balancing quality and response time.

Qualifications

• 2+ years in customer support or helpdesk, with at least 1 year in a tech specialist role.
• Strong client communication and ability to build trust.
• Excellent written communication in plain English.
• Experience with AI-driven support workflows.

Responsibilities

• Respond to support tickets via Intercom with clarity, empathy, and urgency.
• Investigate issues by reproducing scenarios and following troubleshooting guides.
• Document findings and next steps in technical tickets per guidelines.
• Maintain trust and communicate with customers, handling escalations professionally.
• Balance high volume of tickets with accuracy and appropriate tone.
• Collaborate cross-functionally with product, operations, and training teams.

Skills

Customer support

Communication

Problem solving

Team player

Stakeholder management

AI-driven support

Tools

Intercom

Job description

Our client, a rapidly growing organisation in the tech-enabled education sector, is seeking a Temporary Technical Support Specialist to join their dynamic team. This role offers an exciting opportunity for a tech-savvy individual with a passion for problem-solving and customer service excellence.

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!

We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website