Customer Service Technical Associate

About the Role

Digital Theatre+ is looking for an organised, personable, and technically curious Customer Service Technical Associate to join our small and dedicated customer service team.

You will be the first point of contact for our customers – responding to queries, troubleshooting issues, and helping institutions get set up and onboarded onto the platform. Working alongside our Customer Service Manager, you will learn to support the technical side of customer onboarding, including authentication configuration, while delivering a consistently excellent service to our global customer base.

This is a great role for someone who enjoys problem-solving, is comfortable with technology, and genuinely likes helping people. You don't need to be a technical expert on day one – we'll train you – but you do need to be the kind of person who wants to understand how things work and isn't afraid to dig into a problem.

• Respond to customer queries via email and video call, providing clear, helpful, and timely support
• Support the onboarding of new customers onto the platform, including configuring access and authentication methods
• Learn to perform technical configuration tasks, including IP authentication, username and password setup via CSV imports, SAML SSO service provider configuration, and group rules
• Troubleshoot access, authentication, and browser issues for customers and Escalate complex cases appropriately
• Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system (Hub Spot)
• Conduct web meetings with customers, providing on‑spot guidance and troubleshooting with a professional and approachable manner
• Contribute to process documentation and improvement, helping us build a clear knowledge base for common issues and workflows
• Work cross‑functionally with Customer Success, Sales, Product, and Engineering to advocate for customer needs and resolve issues

• Experience in a customer‑facing role – ideally in a B2B or SaaS environment, but we’re open to strong candidates from other backgrounds
• A genuine interest in technology and a willingness to learn technical skills on the job – you’ll be trained on authentication protocols, SSO, and platform configuration
• Confident troubleshooting skills – you try to work out why something isn’t working before asking for help
• Strong written and verbal communication – you can explain technical concepts clearly to non‑technical people
• High attention to detail and the ability to work methodically through issues
• Comfortable working independently in a remote environment, managing your own time and priorities
• Empathy, patience, and a genuine desire to help customers succeed

• Experience with ticketing or CRM systems (particularly Hub Spot)
• Familiarity with web applications, browsers, and basic networking concepts (DNS, proxies, connectivity)
• Exposure to authentication technologies (SAML, SSO, Active Directory, Okta, Google Workspace)
• Experience supporting customers in education, libraries, or institutional settings
• Experience with identity federation (Shibboleth, Open Athens, UK Access Management Federation)

At Digital Theatre, we’re committed to building a supportive, flexible, and people‑centred workplace. Our benefits reflect this, helping you thrive in and out of work.

Time Off

• 25 days’ annual leave + 8 UK bank holidays. Birthday day off – an extra paid day to celebrate you. Company‑wide Christmas shutdown (additional paid time off). 1 paid Wellbeing Day each year to rest, reset, and recharge

Wellbeing & Health

• 24/7 virtual GP access via MyPocket
  
  GP. Online health assessment. Paycare Health Cash Plan, including optical, dental, therapy, and specialist consultation allowances, plus personal accident cover.
• Employee Assistance Programme – confidential counselling (including up to 6 face‑to‑face sessions)
• Free Calm app subscription for mindfulness, relaxation, and better sleep.
• Flu vaccination vouchers available annually.
• Regular funded social events, volunteering days & quarterly team social allowance

Flexible Working

• Hybrid working model.
• Work from anywhere for up to 4 weeks per…