Hours : 09.00- 17.30 Monday to Friday ( with some flexibility for overtime/ cover ad hoc weekends)
Remote Working - accessible to North London ( Ad hoc site visits)
Our client is an innovator in the EV charger market who are actively helping to reduce carbon emission and improve air quality by supporting electrification and the transition to renewable energy. We are seeking a customer support analyst who has a passion for providing customers with exceptional service and who has demonstrable customer service/IT helpdesk experience.
Reporting to the Head of Customer Experience, the successful candidate will be IT literate, have great people skills and be conscientious and reliable.
The position supports customers during peak charging times and works with other team members to ensure customer calls are always answered quickly and any issues resolved rapidly. We are seeking a positive, flexible, problem solver who can network with the wider business to provide creative solutions.
The ideal candidate will
- The successful candidates will be responsible for answering customer calls from customers then swiftly identifying and resolving technical issues in conjunction with the onsite technicians and engineering team where required.
- Be exceptionally customer focussed
- Monitoring the digital twin system to actively look for problems as, or before, they arise and deploying fixes and upgrades were applicable.
- Collating and reporting fault reports and liaising with our local technician team to schedule maintenance as required.
- Promote correct use of Company procedures, processes, service tools and databases
- Ability to respond rapidly to automatically generated alerts to ensure timely intervention should a customer encounter an issue.
The ideal candidate will have:
- Some previous customer services experience, or helpdesk services is preferred ( training will be given on any of the bespoke systems as necessary).
- Proactive mindset / helpful approach
- Ability to travel to Barnet / London
Salary will be dependent upon experience