Technical Customer Support Associate

Oxford Medical Simulation

Customer Support Associate providing technical support for OMS clients in the UK and US. Joining a small team to enhance client experience with AI support tools and internal processes.

Posted 6/13/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-Level💰 £26,500 - £30,000 per yearWebsite

About the role

Key responsibilities & impact

Handling client support tickets across email and chat, giving fast, accurate and genuinely helpful responses to our clients
Providing first-line support for OMS Create - our VR authoring platform - helping clients build and troubleshoot their own VR simulations
Owning and continuously improving our knowledge base
Identifying, documenting and escalating bugs clearly and consistently
Contributing to QA for new features and releases
Building and maintaining internal processes so that support scales well as OMS grows
Collaborating with the Customer Success, Product and Marketing teams to share client feedback and flag patterns and trends
Occasionally joining client calls or on-site visits alongside the wider customer team

Requirements

What you’ll need

1–2 years’ experience in a technical customer support role, ideally within a SaaS company
You are proactive and not easily phased by complexity, uncertainty or the fast pace of a scale-up environment
You are a great communicator: clear, warm and precise, whether you’re writing a help article, handling a tricky client email, or flagging a bug to the product team
You are genuinely excited about AI and technology - you want to understand how things work
You are curious about product: you notice when something doesn’t work right, you can describe it clearly, and you’re interested in why
You are organised and self-directed - you manage your own time and you don’t need to be chased
You take care and pride in what you produce, whether that’s a support response, a knowledge base article, or a QA note
You are a team player - you may have a job title but you’re always willing to roll up your sleeves and help wherever help is needed

Benefits

Comp & perks

38 days annual leave (incl. Public holidays)
Private Medical Insurance
Flexible work environment - work from home/ remote first
Pension: 3% company and 5% individual contribution
£500 one-off office set up allowance
High specification work laptop and VR headset
Enhanced maternity, paternity and adoption leave
Knowing that you are making a real difference!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical customer supportbug documentationquality assuranceVR authoringSaaS experience

Soft Skills

communicationproactivecuriosityorganizationteam player