Are you a professional, well organised and self-motivated person? Join us at Indra at Indra as a Customer Success Advisor to play a vital role in supporting our dynamic business. About Indra At Indra, we design, engineer, and manufacture the best smart charging solutions on the market. Our pioneering, patented technology powers industry-leading EV smart chargers that are reliable, high-performance, and easy to install and use. Designed with the environment in mind, our products deliver maximum grid efficiency while minimizing environmental impact. Since our founding in 2013 in Malvern, UK, we’ve been on a mission to create the smartest way to power electric vehicles. Today, we’re at the forefront of sustainable energy innovation, building tomorrow’s energy ecosystem with cutting-edge technology that seamlessly integrates vehicles, homes, and the grid. Why Indra? Innovative Products : From advanced EV chargers to the world’s first viable bi-directional V2G (vehicle-to-grid) charger, we’re revolutionizing how energy flows—making it more accessible, affordable, and sustainable. Global Reach : Trusted by customers worldwide, our products are already installed in thousands of homes and commercial spaces. Impactful Mission : By helping users manage energy efficiently and supporting the grid in balancing demand, we are driving change for a greener future. At Indra, diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is across the company and they are key to our mission and to our impact. We know that having varied perspectives helps generate innovative ideas to make a difference in a changing world. Benefits: 5% matched Pension 25 days annual holiday allowance in addition to bank holidays 1 day annual volunteering leave Team Building events Social events Employee referral reward scheme Long service reward scheme Performance based Bonus Health Insurance Premium Life Assurance Benefits Platform (includes cycle2work scheme, retail discounts, eye test voucher, employee assistance programme, etc)* Monthly wellbeing allowance* Enhanced Maternity/Paternity pay Mental Health First Aiders Octopus Salary Sacrifice Electric Vehicle scheme* * Available to employees who have completed their successful probation period The company reserves the right to change these benefits at any time. Key Responsibilities: Customer Interaction: Champion a customer-first mindset by consistently delivering empathetic, solution-oriented service. Respond to incoming support calls and emails in a professional and personable manner. Capture all required information during phone calls within the CRM system. Respond to incoming support calls and emails, maintaining clear and professional communication with drivers and installers ensuring they feel supported and informed regarding the service they require. Follow the scripts and processes in place to maintain consistency and high-quality standards. Accurately document all interactions and solutions in the CRM system for future reference. Ensure follow up communication with customers to confirm resolution and satisfaction. Actively seek customer feedback. Driver Assistance: Provide timely and effective support to drivers, addressing their inquiries and resolving issues. Guide drivers through troubleshooting steps for common problems and escalate complex or high priority issues to the appropriate team. Product Installation Support: Provide in-depth triage for on-site engineers during product installations. Refer complex technical questions to 2nd line support for further action or triage when appropriate. Ticket Management: Raise, triage, and respond to customer support tickets in line with the processes outlined. Manage support tickets, ensuring all issues are logged, tracked, and resolved within the agreed SLAs. Raise site visit requests as needed following relevant processes. Team Collaboration: Work independently and as part of a team to achieve personal, team, and business objectives. Engage in ongoing training programmes to stay current with product updates, support tools, and customer service best practices. Support onboarding and mentoring of new team members to ensure consistent service delivery. Contribute ideas and feedback to help shape a more customer-centric organisation. Service Level Agreements (SLAs): Adhere to customer call and ticket SLAs. Ensure you have a ticket Right First Time rate of 90%. Answer 20% of incoming calls with no more than 10% of total incoming calls dropped. To Take a minimum of 6 tickets from the support inbox Maintain personal and team SLAs to ensure high-quality support. Key Competencies: Problem-Solving: Quickly assimilate information, identify issues, problem-solve, and present conclusions clearly. Communication: Exhibit clear and effective written and verbal communication skills. Technical Proficiency: Proficient in MS Office, particularly Excel and Word. Experience with Zendesk or similar CRM systems is desirable. Time Management: Demonstrate excellent time-keeping and the ability to prioritise and manage workload. Teamwork: Work effectively within a team environment and independently without supervision. Adaptability: Thrive in a fast-paced environment, handling multiple inquiries simultaneously. Multi-task and navigate ticket systems while communicating with customers/installers. Performance: Perform within and meet SLAs. Resilience: Remain calm and effective under pressure. Empathy: Caring for the customer and installer issues, helping to resolve them in a compassionate manner. Desirable Skills: Previous experience in a customer service or administrative role is advantageous. Proficient organisational day to day skills and an analytical approach to problem solving. Understanding of manufacturing operations and electronic engineering is advantageous. Experience with Zendesk or similar CRM system. Working within an ISO 9001 Quality Management System is desirable.