Customer Technical Support Associate

3 months ago

Exeter, United Kingdom Lightfoot Ltd. Full time

**About Us**

We are Lightfoot, a high-growth technology company based just outside Exeter that is focused on making a difference worldwide, one driver at a time.

We help businesses and private motorists improve performance and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by 40-50%.

Our technology connects to your vehicles on-board computer and uses all the live data it produces to analyse how efficiently you are driving. Its similar to how performance is analysed in Formula 1. Lightfoot turns that data into simple feedback for you the driver so you know when youre pushing your vehicle too far and can bring it back to maximum efficiency.

Were a fun-loving bunch who are growing at an astonishing rate. Weve moved into a brand-new, state-of-the-art office near Exeter in the beautiful Southwest (which was voted Exeters Best Workspace). We are excited to keep growing the Lightfoot family with like-minded, passionate individuals who share our values.
- We care deeply.
- We are innovative.
- We deliver excellence.
- We are customer first.
- We are friendly and celebrate individuality.

**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**:

- 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.

**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 commun

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