Customer Technical Support Associate

Overview

About the Role

The Customer Technical Support Associate (SIRs) is responsible for providing customer support to a key number of fleet accounts in the UK and Europe. This role involves coordinating the removal and installation of Lightfoot units and arranging engineers for service calls. The position requires quick thinking and adaptability, with no two days being the same.

Main Duties and Responsibilities

• Manage requirements for 10 to 100 fleet accounts, covering 10,000 to 25,000 vehicles with Lightfoot products.
• Oversee overall health of each fleet, including Lightfoot portal management and fleet setup changes.

SIRs Responsibilities

• Communicate with customers through Salesforce CRM, handling inquiries related to service calls, installations, and removals.
• Coordinate with external fitting partners to schedule on-site engineer appointments.
• Document interactions in Salesforce and update the Lightfoot portal accordingly.
• Complete daily job reports for SIRs, ensuring all information is recorded accurately.

Portal Management

• Update driver and vehicle assignments in the Lightfoot portal.
• Inform customers about portal issues and provide guidance for self-managing accounts.

General Support Admin

• Handle inbound customer queries and manage case assignments through Salesforce.
• Perform accurate data entry and maintain up-to-date records.
• Build rapport with fleet account contacts to ensure high customer satisfaction.

Key Skills Required

• Self-motivated and organized with excellent problem-solving abilities.
• Strong attention to detail and ability to work under pressure.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks effectively.

Benefits

• Annual bonus scheme and 24 days of annual leave.
• Enhanced maternity and paternity leave.
• Casual dress and company social events.
• Access to various health plans and discounts.

This role requires a high standard of knowledge of Lightfoot products and services to ensure accurate communication with clients. The ideal candidate will be proactive in offering solutions to enhance customer experience.