Customer Experience Agent; Technical Support

Customer Experience Agent (Technical Support)

We're looking for a Customer Experience Agent (CXA) who combines technical expertise with a passion for delivering exceptional customer service. This role goes beyond traditional Level 1 support. Our CXAs are not just problem-solvers, but customer advocates who ensure every interaction builds trust, reduces friction, and enhances loyalty.

As the first line of support, you'll guide customers through technical issues, certification processes, and product usage while also spotting signs of churn and driving value‑led conversations. You'll work cross‑functionally with Product, Sales, and Customer Success to ensure a seamless experience.

• Be the first point of contact for 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 via Google Meet, Teams, or phone, helping users navigate setup, issues, or certification.
• Escalate complex or unresolved issues to more senior members of support while maintaining full visibility and communication with the customer.

• Ensure every customer interaction is empathetic, professional, and outcome‑driven.
• Guide users through key lifecycle moments—onboarding, certification, renewals— with clarity and ownership.
• Proactively identify customers at risk (e.g., low engagement, recurring issues) and upscale to the appropriate internal teams.
• Respond to cancellation or downgrade requests with care, flagging for retention opportunities and assisting Customer Success Managers in follow‑up.

• 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.

• Capture and share customer feedback, usage trends, and product friction points with CX and Product teams.
• Collaborate in team retros, QA sessions, and process improvement initiatives.
• Support Voice of the Customer activities, CSAT/NPS feedback loops, and churn pattern analysis.
• Maintain a natural curiosity, continuously digging deeper to understand the ‘why', and always looking for better ways to solve problems and improve how things work.

• 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.

• Consistently high CSAT scores from support interactions.
• Quick response and resolution times within SLA across all channels.
• Demonstrable reduction in churn risk through proactive support and issue resolution.
• Well‑maintained CRM hygiene and updated documentation/playbooks.
• Clear feedback loops with Product, CS, and CX based on customer insights.

• Experience in a technical support or service desk environment1‑2 years minimum).
• 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…