Customer Technical Support Associate (SIRs)

About the role

The Customer Technical Support Associate (SIRs) takes responsibility for the Customer Support of a key number of fleet accounts. As well as supporting our customers in the UK, this exciting role is to support our growing customer base in Europe. (SIRs is an abbreviation for Service Calls, Installs and Removals).

The role involves arranging the removal and installation of Lightfoot units to reflect fleet vehicle changes and includes arranging engineers on service calls to investigate physical faults on site. The remit will include all aspects of the customer journey within Lightfoot, from routine day to day administrative tasks like updating vehicle and driver details to reactive issue resolution that requires pace and quick thinking… no two days are the same.

Main duties and responsibilities

To provide comprehensive support to the Customer Support team including:

• Responsible for the requirements of between 10 to 100 fleet accounts, and between 10,000 to 25,000 vehicles with Lightfoot products fitted.
• Day to day looking after the overall health of each fleet, Lightfoot portal management, fleet setup changes and general support admin as the Customer Support go to contact for each account.

SIRs

• Effectively communicate with customers through both reactive and proactive interactions, utilizing the Salesforce CRM system, telephone communication and email. This includes managing inquiries and processes related to service calls, installations, and the removals of Lightfoot devices.
• Coordinate with external Fitting Partners to arrange on-site engineer appointments for clients needing service works, installations, and removals, whilst ensuring adherence to established internal procedures.
• Ensure clear and effective communication with engineers during on-site visits, documenting all interactions in Salesforce and updating the Lightfoot portal accordingly.
• Efficiently collaborate and liaise with colleagues through our in-house communication platforms to facilitate the resolution of customer-related problems.
• Complete daily job reports for Service Calls, Installs, and Removals (SIRs), and record relevant information in Salesforce and the Lightfoot portal, whilst adhering to established internal procedures.

Portal Management

• Update driver and vehicle assignments, fleet assignments, driver login codes, driver account activations for the Lightfoot app and any other updates.
• Raising portal issues and informing customers on problems, updates and changes.
• Giving portal guidance/instructions to portal users to promote self-managing accounts where applicable.

Fleet Changes

• Update fleet configurations and system settings to keep Lightfoot units up to date, or in line with customer feedback and requests.

General Support Admin

• Coordinate inbound customer queries and assign cases to colleagues through Salesforce (CRM).
• Perform accurate and efficient data entry, ensuring all information is correctly inputted, updated, and maintained in relevant systems, with a strong focus on detail and accuracy to support effective data management and operational processes.
• Take incoming calls on the main Customer Support phone line, from different Lightfoot users including but not limited to fleet managers, drivers, Lightfoot engineers and anyone in between including general queries or possible new customers.
• Logging calls and actioning appropriately.
• Building a rapport with your fleet account contacts to keep positive relationships and high Customer Satisfaction scores.
• To comply with the requirements of 9001.
• To comply with the requirements of 27001.

Supervision & Management

• There is no direct supervision or management of staff in this role.

Creativity & Innovation

• This role will be expected to contribute ideas and solutions to the Customer Support function to ensure delivery of a high-quality service. Offering improvements for customers based on experience and feedback.

Levels of Responsibility

• This role will require a high standard of knowledge of Lightfoot and the services that we provide via the Customer Support team, to ensure that all information communicated to our clients and partners is accurate and of a professional nature.
• The role requires taking responsibility for the majority of the Lightfoot experience with day-to-day case management and resolution.

Resources

• This role will have access to all required processes and policies to ensure that they have the correct tools and information need in accordance with GDPR.

Key Skills

• Self-motivated and highly organised.
• A problem solver, able to use own initiative.
• Attentive to detail.
• Proactive and reactive to sudden changes in workloads or inbound queries.
• Ability to assimilate technical information.
• Able to prioritise and multi-task based on customer SLAs and deadlines.
• Able to deal with high pressure situations.
• Ability to consistently adhere to established internal processes and procedures to maintain organizational standards and efficiency.
• Strong verbal and written communication (phone & email) and administrative skills.
• Ability to adapt to change positively in a fast-paced environment.

Benefits

• Annual bonus scheme
• 24 days of annual leave (plus bank holidays)
• End-of-year company closure from 25 Dec to 01 Jan inclusive
• 1 additional day of birthday leave
• 1 Volunteering Day a year
• Holiday buy-back scheme
• Company sick pay
• Enhanced maternity and paternity leave
• Bravo benefits including:
• cycle-to-work scheme
• financial wellbeing resources
• gym discounts
• MyMindPal app
• retail discount scheme
• tech benefits
• Simplyhealth Optimise health plan
• Simplyhealth Denplan dental plan
• Group life insurance (death-in-service) (available post-probation)
• Company pension (available post-probation)
• Long service awards vouchers & extra annual leave
• Refer-A-Friend scheme (£1,000 for successful referrals)
• Casual dress
• Company social events and activities
• On-site parking
• A personal Lightfoot device (available post-probation)
• Hybrid working | Office in Exeter

Minimum Requirements

• 12 months of Customer Service/Support role
• Experience working within an automotive environment

GDPR

Lightfoot complies with the GDPR. Below are our retention periods for applicant personal data:

TYPE OF DOCUMENTATION

RETENTION PERIOD

• Application form: Duration of employment
• References obtained from third party: 1 year