Customer Support Agent

18 hours ago

Lancaster, United Kingdom Fuuse Limited Full time

**Role Overview**:
We're looking for **Customer Support Agents** to join our growing Driver Support team. You’ll play a crucial role in maintaining the operational excellence of our EV charging networks by providing first-line support across various channels, ensuring prompt and effective resolution of issues. This role bridges the gap between our B2B customers and B2C drivers, contributing to a positive, reliable charging experience for all.

**Responsibilities**:
**Ticket Management**:

- Adhere to agreed service level agreements (SLAs) for response times.

**First-Line Support**:

- Provide initial assistance and triage to both our customers (charge point operators) and EV drivers.
- Troubleshoot common issues and guide users toward resolution or self-service whenever possible.
- Maintain a friendly and empathetic tone in all interactions.

**Issue Escalation**:

- Where required, escalate complex or unresolved issues that require further investigation to the relevant teams for in-depth analysis and resolution
- Escalations may be to internal teams, or to external partners or third-parties following mandated processes

**Knowledge Sharing**:

- Document common solutions and best practices in the knowledge base for future reference
- Feedback and input in to the design of our Customer Experience platform to ensure the data we're collecting can be used to drive insight

**Your Skills**:
**Qualifications and Skills**:
**Customer-Centric Mindset**:

- Prior experience in customer support is preferable but not mandatory.
- Strong communication skills and a genuine desire to assist users.

**Technical Aptitude**:

- Basic understanding of EV charging systems or willingness to learn.
- Comfortable navigating software platforms and troubleshooting technical issues.

**Adaptability**:

- Ability to work in a dynamic environment with shifting priorities.
- Willingness to learn and adapt to new tools and processes.

**Shift-Based Availability**:

- The service operates from 06:00 to 22:00
- The rota may vary but will generally follow a “4 days on, 4 days off” pattern
- Shifts will usually be 12 hours with a 1 hour break
- A minimum of 35 hours per week on average will be offered

This is an office based role, working from our Lancaster office

**What we offer**:

- A competitive salary of £14.00 per hour;
- 33 days holiday (including bank holidays)

;-A workplace pension;
- A scale up environment where you’ll have a voice in the business as we grow our products and services.
- Access to Health Assured Employee Services
- Company Events

**Job Types**: Full-time, Permanent

Pay: £14.00 per hour

Expected hours: No less than 35 per week

**Benefits**:

- Company events
- Company pension
- Financial planning services
- Free parking
- Health & wellbeing programme
- On-site parking

Schedule:

- 12 hour shift

Work Location: In person

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