Temporary Technical Support Specialist

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!

Please email your CV and cover letter to Sophie.Parkinson@office-angels.com

Our client is eager to welcome a motivated Temporary Technical Support Specialist who is ready to make a significant impact. Apply now to seize this exciting chance to contribute to a growing organisation!

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