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Job Vacancy: Customer Support Analyst

About This Role

These positions offer the opportunity to provide technical support for new and existing customers as we rapidly scale our deployment of EV chargers, working with a multi-disciplinary team to ensure our customers experience the best customer service in the UK EV charger market.

Reporting to the Head of Customer Experience, the successful candidate will be IT literate, have great people skills and be conscientious and reliable. We want to ensure our customers have a great charging experience so we are looking for two team members to serve our customers using our digital twin system to detect problems. These positions will support customers during weekday peak charging times of 17:00 – 00:00 and weekend cover between 10:00 and 00:00 in shifts with other team members to ensure customer calls are always answered quickly and any issues rapidly resolved. The digital twin system enables the role to be remotely based anywhere in the UK and even abroad offering flexible working but requiring near instant response to customers when issues arise.

Key Responsibilities

  • The successful candidates will be responsible for answering customer calls during evening and weekend shifts then swiftly identifying and resolving technical issues in conjunction with the Trojan onsite technicians and Trojan engineering team where required.
  • Monitoring the digital twin system to actively look for problems as, or before, they arise and deploying fixes and upgrades were applicable
  • Collating and reporting fault reports and liaising with our local technician team to schedule maintenance as required.
  • Promote correct use of Company procedures, processes, service tools and databases
  • Ability to respond rapidly to automatically generated alerts to ensure timely intervention should a customer encounter an issue.

Qualifications, Skills and Experience

  • Experience in IT / technical support or helpdesk services is preferred but training will be given on any of the bespoke systems as necessary.
  • Formal education in a digital subject area is desirable.
  • Full driving licence.

Full training will be provided in all aspects of the job.

We are committed to being an equal opportunities employer and recognise the value of a diverse workforce. All suitably qualified applicants will receive consideration for employment on the basis of objective criteria and without regard to age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion or belief, sex and sex orientation.

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Apply For This Role

Interested applicants are encouraged to submit a CV and covering letter to: recruitment@trojanenergyltd.com