Technical Support Agent

Job description

Job requirements

• Experience in technical support, EV, electrical, or networking roles is a bonus!
• Strong customer facing experience
• Hardworking, dedicated and motivated to succeed
• Ability to stay calm, organised, and focused under pressure
• Confident multitasker, managing competing priorities effectively
• Strong problem-solving skills with a proactive approach
• Excellent communication skills, both verbal and written
• True team player who collaborates and supports colleagues
• Eagerness to learn, develop, and grow your technical skills

Job responsibilities

• Be the first point of contact for customers with technical queries
• Apply products knowledge to quickly identify solutions for customers
• Provide clear step by step guidance to solve customer queries
• Log and track all customer interactions in the CRM system
• Escalate complex issues to engineers when needed
• Work closely with other departments to enhance the customer journey
• Report recurring issues and FAQs to the Technical Manager to improve processes
• Deliver a high standard of customer service, ensuring queries are handled professionally and efficiently
• Drive positive customer feedback across Trustpilot, Google, and other platforms

Job benefits

• Employee Assistance Programme (EAP) – Confidential support for your wellbeing, including counselling and financial advice.
• MetLife GP24 – Medical support anytime, anywhere
• Exclusive Discount Platform (PowerPerks)– Save on retail, travel, entertainment, and more.
• Cycle to Work Scheme – Stay fit and reduce your carbon footprint while saving on a new bike.
• Learning Management System (LMS) – Access tools and training to support your career progression and personal development.
• Apprenticeship Programmes – Open to all employees looking to upskill or retrain, with tailored pathways to support your long-term development.
• Pension Salary Exchange Pension scheme– Investing in your future with a solid retirement plan Helping you save efficiently for the future.
• Daintree Wealth Management (1-2-1 Financial Guidance) - Support with budgeting, saving, pensions, investments, and long-term planning
• Enhanced Maternity Leave – Supporting you and your family through life’s important moments.
• Free Eye Tests – Keeping your vision and health in focus.
• Private Health Care – Option to have access to comprehensive health coverage for peace of mind (at the employees own expense)