SMG
Technical Support Specialist
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Location: 2/3 days per week in the London office Salary: From £33,000 - £35,000 DOE
Who are we? We’re the original pioneers in connected commerce marketing. Since 2008, we’ve been partnering with major retailers, powering global brands, and building meaningful connections with shoppers.
We simplify the mind-boggling complexity of today’s retail media landscape. We deliver impactful campaigns that connect with people where it matters. We create seamless and personalised shopping experiences. Above all, we deliver amazing results for our partners, driven by our unshakeable desire for growth. Time after time, we change the game. SMG is home to a world-class suite of commerce advertising capabilities powered by data and cutting-edge technology. We constantly push ourselves, our tech and our industry to discover innovative new ways to connect, sell and grow.
About the role SMG builds the technology behind retail media networks (RMNs) - the planning, booking, and measurement platforms that our clients rely on to run in-store and digital campaigns.
Plan-Apps sits at the heart of SMG. The Customer Experience team exists to help our clients get the most value out of Plan-Apps, making sure every user understands the platform and engages with it consistently. This is an entry-level role that will also support the wider Client Experience team as needed.
We are looking for a Technical Support Specialist to sit at the frontline of the platform experience, responsible for delivering consistently high-quality client service across a diverse set of users; including our internal teams, retailers, brands, and agencies.
They act as both a problem-solver and trusted day-to-day contact, combining hands-on support with light-touch investigation of user challenges. They understand not just what the issue is, but why it is happening, and guide users toward the best solution within the platform.
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They are critical to maintaining trust in the platform, ensuring users feel supported, confident, and capable, while also surfacing meaningful insight back into the wider CX and Product ecosystem.
What you’ll do
- Respond promptly and effectively to user inquiries via email, phone, or chat, to ensure a seamless user experience.
- Assist clients with the initial setup and configuration of the Plan-Apps platform, to guide them through the onboarding process.
- Implement and maintain data governance policies and procedures to ensure the integrity, security, and compliance of client data within the platform.
- Conduct training sessions and workshops for clients to educate them on how to effectively utilise the features and capabilities of the platform.
- Maintain and improve help centre and support documentation
- Contribute to reducing repeat queries through clearer guidance
- Partner with the Customer Enablement team to address recurring user gaps
- Actively gather feedback from users to identify areas for improvement in the platform's functionality, usability, and overall user experience
What we’re looking for
- Previous experience within a Helpdesk, Service Desk, or technical troubleshooting role.
- Strong communication skills are essential to address user queries, conduct training sessions, and collaborate with team members.
- Excellent problem-solving abilities are required to troubleshoot technical issues, identify root causes, and implement effective solutions to ensure a seamless user experience.
- Attention to detail is critical to ensure the accuracy and integrity of client data.
- Basic knowledge of data governance principles is desirable to implement and maintain data governance policies and procedures to ensure the security and compliance of client data.
- Basic knowledge of SaaS platforms and technology concepts
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We're looking for people who enjoy the buzz of change, the satisfaction of building something better, and the joy of working with a close-knit, values-driven team. If you love variety, thrive in a fast-paced environment, and embrace change with energy, this could be your right role.
Don’t meet every single requirement? We still want to hear from you. If you believe you’d thrive in this role, your unique perspective might be just what we’re looking for.
Why SMG? At SMG, we hire for the future, which is fast-moving and changing shape. Do you have the potential to help shape our business? We’re looking for brilliant, diverse talent who want to grow with us - people who are curious, ambitious, and eager to learn, whether as specialists or across teams.
We value those who take ownership of their growth and bring fresh perspectives. That’s why we’re committed to equity, inclusion, and building a place where everyone feels empowered to grow. At SMG, it’s not just about filling a role but building the future together.
- 10% discretionary bonus
- £1,800 yearly wellbeing fund (on top of your salary!)
- Free Headspace subscription
- £500 yearly “Uni Fund” for learning
- 4 extra Wellbeing Days off per year
- Annual Summer conference + year-round celebrations
- 4pm finishes every Friday
- Flexible and hybrid working
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