About the role The Customer Technical Support Associate takes responsibility for the Customer Support of fleet accounts in the UK and Europe. This includes arranging the removal and installation of Lightfoot units and coordinating service calls to investigate physical faults on-site. The role encompasses all aspects of the customer journey within Lightfoot, from routine administrative tasks to reactive issue resolution. Main duties and responsibilities To provide comprehensive support to the Customer Support team including: Manage requirements for 10 to 100 fleet accounts and 10,000 to 25,000 vehicles with Lightfoot products. Oversee the overall health of fleets, manage the Lightfoot portal, and serve as the Customer Support contact for each account. SIRs Communicate effectively with customers through the Salesforce CRM, managing service calls, installations, and removals of Lightfoot devices. Coordinate with external Fitting Partners for on-site engineer appointments, ensuring adherence to internal procedures. Document interactions in Salesforce and update the Lightfoot portal. Collaborate with colleagues to resolve customer-related problems. Complete daily job reports and record relevant information in Salesforce and the Lightfoot portal. Portal Management Update driver and vehicle assignments in the Lightfoot app. Raise portal issues and inform customers of updates and changes. Provide guidance to portal users to promote self-management of accounts. Fleet Changes Update fleet configurations and system settings according to customer feedback. General Support Admin Coordinate customer queries and assign cases via Salesforce. Ensure accurate data entry and maintain systems with a focus on detail and accuracy. Handle incoming calls from various stakeholders and log calls appropriately. Maintain positive relationships with fleet account contacts to enhance customer satisfaction. Comply with standards such as ISO 9001 and ISO 27001. Supervision & Management No direct supervision or management of staff in this role. Creativity & Innovation Contribute ideas to enhance the Customer Support function and service quality. Levels of Responsibility Requires a high standard of knowledge of Lightfoot services to ensure professional communication. Manage the Lightfoot experience with day-to-day case management. Resources Access to necessary processes and policies in compliance with GDPR. Key Skills Self-motivated and organized. Problem solver with strong attention to detail. Ability to handle high-pressure situations and changes in workload. Strong communication skills and ability to adapt in a fast-paced environment. Benefits Annual bonus scheme 24 days of annual leave plus bank holidays Company closure from Dec 25 to Jan 1 Additional birthday leave and volunteering day Holiday buy-back scheme Company sick pay and enhanced parental leave Bravo benefits including a cycle-to-work scheme and gym discounts Simplyhealth Optimise health and dental plans Group life insurance and company pension Long service awards and a casual dress code On-site parking and hybrid working model Experience 12 months in a Customer Service/Support role Experience in an automotive environment Practical Skills Excellent attention to detail and accuracy Strong organizational and administrative skills Ability to multitask and deliver under pressure Communication Excellent spoken and written communication skills Ability to maintain effective working relationships Personal Qualities Honesty and trustworthiness Comfortable in fast-paced environments Technology / IT Skills IT literate, including Microsoft Office Experience with Salesforce (CRM) Education & Training Good Maths and English Equal Opportunities Understanding of equality & diversity in the workplace GDPR Lightfoot complies with GDPR with specific retention periods for applicant data.