Technical Support Agent (FTC)

Job description

Job requirements

• Experience in technical support, EV, electrical or networking roles is advantageous.
• 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.
• A true team player who collaborates and supports colleagues.
• Eagerness to learn, develop and grow technical skills.

Job responsibilities

• Be the first point of contact for customers with technical queries.
• Apply product 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 long-term development.
• Pension Salary Exchange Scheme – 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 Healthcare – Option to access comprehensive health coverage for peace of mind (at the employee's own expense).