At a Glance
- Tasks: Support fleet accounts with service calls, installations, and removals while ensuring customer satisfaction.
- Company: Join a dynamic team at a leading tech company focused on customer support.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Work in a collaborative environment with a focus on innovation and career development.
- Why this job: Make a real difference by helping customers navigate their fleet needs and enhancing their experience.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 31500 - 38500 £ per year.
About the role
The Customer Technical Support Associate (SIRs) takes day to day responsibility for supporting a portfolio of fleet accounts across the UK and our growing customer base in Europe. The role supports the end to end customer journey, including service calls, installations and removals, fleet and portal administration, customer self serve and reactive issue resolution. As routine activity moves to digital self serve, the role focuses on case ownership, exception handling, customer guidance and timely resolution.
Hours: 37.5 hours per week, Monday to Friday.
Location: This is a hybrid role – two office days per week (Tuesdays and Wednesdays) based at our Exeter office.
Main duties and responsibilities
- Provide comprehensive support within the Customer Operations Support team.
- Support a portfolio typically ranging from 10 to 100 fleet accounts and 10,000 to 25,000 vehicles with Lightfoot products fitted.
- Maintain the overall ‘health’ of each fleet, including portal management, fleet setup changes and support administration, acting as a key contact for each account.
- Communicate proactively and reactively with customers using Salesforce, telephone and email, managing enquiries relating to service calls, installations and removals.
- Support installations and removals through Lightfoot’s Customer Self Serve Booking Calendar, helping customers use available fitting slots and managing exceptions through the existing case route, coordinating in house fitting resources and external Fitting Partners where needed.
- Communicate clearly with engineers and fitting resources around on site visits, recording relevant interactions in Salesforce and updating the Lightfoot portal as required.
- Collaborate with colleagues through approved internal communication and workflow platforms to resolve customer issues efficiently.
- Complete required SIRs job reporting, ensuring relevant information is accurately recorded in Salesforce and the Lightfoot portal in line with internal procedures.
- Maintain driver and vehicle assignments, fleet assignments, driver login codes, Lightfoot app activations and other relevant portal updates.
- Raise portal or self serve issues through the appropriate process and keep customers informed of updates and changes.
- Provide clear portal and self serve guidance, promoting effective customer self management where appropriate.
- Update fleet configurations and system settings to keep Lightfoot units and fleet records up to date and aligned with customer requirements.
- Triage and coordinate inbound cases through Salesforce, assigning or escalating work appropriately.
- Use approved AI assisted functionality within Salesforce to support case handling, while retaining responsibility for accuracy, judgement, data protection and customer communications.
- Maintain accurate and timely data across relevant systems to support effective case management and operational reporting.
- Take incoming Customer Support calls from fleet managers, drivers, engineers, general enquirers and potential new customers.
- Log calls accurately and take or route the appropriate action.
- Build strong relationships with fleet contacts, supporting positive customer outcomes and Customer Satisfaction.
- Comply with the requirements of ISO 9001.
- Comply with the requirements of ISO 27001.
Customer Technical Support Associate (Service Calls, Installs and Removals) in Devon employer: Lightfoot
Lightfoot is an exceptional employer that fosters a collaborative and innovative work culture, allowing you to shape the future of connected-vehicle technology while working remotely. With opportunities for hands-on technical leadership and a commitment to employee growth through mentoring and design reviews, you'll be part of a team that values your technical judgement and contributions. The chance to see your work in action on real vehicles adds a unique sense of purpose to your role, making it a truly rewarding experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Technical Support Associate (Service Calls, Installs and Removals) in Devon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lightfoot. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lightfoot before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Technical Support Associate (Service Calls, Installs and Removals) in Devon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lightfoot:Your cover letter is your chance to shine! Tell us why you want to work at Lightfoot specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lightfoot!
How to prepare for a job interview at Lightfoot
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
