Role Overview
As a Customer Support Agent, you will assist our customer with queries relating to our platform. You will act as a liaison between the customer and our product/development teams, ensuring all support tickets are properly logged, triaged, and resolved in a timely manner. You will also collaborate with the Customer Success Managers to assist with customer onboarding and help identify and escalate internal product or system issues.
Please note this is a hybrid role and you will be required to work from our Lancaster office a minimum of 2 days per week.
Key Responsibilities
* Respond to customer queries and issues via helpdesk, live chat, and phone in a timely manner. Provide helpful solutions and guidance on platform-related queries and help troubleshoot.
* Log, manage, and track support tickets in our ticketing system. Ensure that all tickets are categorized correctly, assigned to the appropriate teams as needed, and followed up with customers to keep them informed of progress.
* Assess the urgency of customer issues and prioritize tickets accordingly. Collaborate with both the Driver and Charger support teams to triage and route tickets effectively, ensuring that critical issues are escalated swiftly to the relevant teams.
* Raise platform issues with the product and development, and ensure internal issues are logged and tracked for resolution.
* Assist the Customer Success Managers with customer onboarding processes when needed.
* Contribute to the development of customer facing documentation and knowledge base articles.
* Regularly communicate with Customer Success Managers to ensure that customer issues are being handled effectively and that all teams are aligned on customer needs.
Required Skills & Experience
* 1-3 years of experience in a customer or technical support role, ideally in a SaaS environment.
* Experience using ticketing systems (e.g., Zendesk, Jira) for issue tracking and management.
* Strong written and verbal communication skills, with the ability to explain technical concepts in an accessible and friendly manner.
* Strong problem-solving and troubleshooting skills with the ability to prioritize and handle multiple tasks simultaneously.
* Strong attention to detail and ability to document and track customer issues effectively.
* Ability to work well independently and as part of a team.
* A passion for technology and a genuine interest in the Electric Vehicle (EV) industry is a plus.
Job Type: Full-time
Pay: Up to £25,000.00 per year
Benefits:
* Casual dress
* Company events
* Cycle to work scheme
* On-site parking
Work Location: Hybrid remote in Lancaster LA1 4XQ