Customer Support Executive

4 weeks ago

Bristol, United Kingdom Zapmap Full time

**The Company**:
Zapmap is the UK's leading app and digital platform for Electric Vehicle drivers, enabling them to search for charge points, plan journeys, pay for charging and share insights with other drivers. Our mission is to **make charging simple** and, by doing so, accelerate the transition to electric vehicles and zero-carbon mobility.

Zapmap's platform serves more than 300k monthly active users across its web and mobile products. We also provide research and insight, news and tools to support current (and prospective) EV drivers.

We are the go to data source for the EV charging industry and, with over 10 years of industry experience and several unique data sets, offer a range of B2B services including promotion, content, data, and market insights.

**The role**:
**Key responsibilities**:

- Answer all incoming support queries within our agreed timeframes ensuring tickets are correctly tagged for reporting purposes
- Use the Zapmap app to troubleshoot queries and raise any bugs found in the appropriate way
- Liaise with a wide range of team members using our instant message tool (Slack) to seek advice from other specialist teams
- Take the necessary action to complete any account deletions ensuring requests are dealt within our permitted timeframes
- Monitor and respond to our Café users when required, and take the appropriate action on any content breaking our Terms and Conditions
- Respond to app reviews with a focus on improving our app score ratings
- Any other responsibilities as required within your skillset

**Required skills**:

- Excellent written communication skills
- Happy dealing with customers with a genuine desire to solve their issues
- Strong attention to detail
- Quick to pick-up instructions
- Great problem solving ability
- PC literate (Microsoft Office and/or G-Suite)
- Comfortable with technology / digital tools
- Able to work remotely from home (you'll need a stable internet connection and a quiet place to work)

**Nice to have**:

- Customer support experience
- Interest in the environment

**Hours of work**: 9 hours per week with possible opportunities for overtime

**Pay rate**: £12 per hour

**Contract Length**: 6 months initially with scope for extension

**Holiday allowance**:Pro-rata'd based on 25 days plus 8 bank holidays a year for a full time staff member

The EV market is growing at an extraordinary pace. Working at Zapmap means working in a dynamic and innovative organisation, where new ideas and developments need to be actioned and deployed quickly, with each day bringing new challenges. As one of the leading aggregator businesses in this space, you'll have the chance to actively contribute to a more sustainable future.

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