Customer Technical Support Associate (Service Calls, Installs and Removals)

About the role

The Customer Technical Support Associate (SIRs) takes day to day responsibility for supporting a portfolio of fleet accounts across the UK and our growing customer base in Europe. (SIRs is an abbreviation for Service Calls, Installs and Removals.)

The role supports the end to end customer journey, including service calls, installations and removals, fleet and portal administration, customer self serve and reactive issue resolution. As routine activity moves to digital self serve, the role focuses on case ownership, exception handling, customer guidance and timely resolution.

Hours: 37.5 hours per week, Monday to Friday.

Location: This is a hybrid role – two office days per week (Tuesdays and Wednesdays) based at our Exeter office.

Main duties and responsibilities

To provide comprehensive support within the Customer Operations Support team, including:

• Support a portfolio typically ranging from 10 to 100 fleet accounts and 10,000 to 25,000 vehicles with Lightfoot products fitted.
• Maintain the overall ‘health’ of each fleet, including portal management, fleet setup changes and support administration, acting as a key contact for each account.

SIRs

• Communicate proactively and reactively with customers using Salesforce, telephone and email, managing enquiries relating to service calls, installations and removals.
• Support installations and removals through Lightfoot’s Customer Self Serve Booking Calendar, helping customers use available fitting slots and managing exceptions through the existing case route, coordinating in house fitting resources and external Fitting Partners where needed.
• Communicate clearly with engineers and fitting resources around on site visits, recording relevant interactions in Salesforce and updating the Lightfoot portal as required.
• Collaborate with colleagues through approved internal communication and workflow platforms to resolve customer issues efficiently.
• Complete required SIRs job reporting, ensuring relevant information is accurately recorded in Salesforce and the Lightfoot portal in line with internal procedures.

Portal and Self Serve Management

• Maintain driver and vehicle assignments, fleet assignments, driver login codes, Lightfoot app activations and other relevant portal updates.
• Raise portal or self serve issues through the appropriate process and keep customers informed of updates and changes.
• Provide clear portal and self serve guidance, promoting effective customer self management where appropriate.

Fleet Changes

• Update fleet configurations and system settings to keep Lightfoot units and fleet records up to date and aligned with customer requirements.

General Support Admin

• Triage and coordinate inbound cases through Salesforce, assigning or escalating work appropriately. Use approved AI assisted functionality within Salesforce to support case handling, while retaining responsibility for accuracy, judgement, data protection and customer communications.
• Maintain accurate and timely data across relevant systems to support effective case management and operational reporting.
• Take incoming Customer Support calls from fleet managers, drivers, engineers, general enquirers and potential new customers.
• Log calls accurately and take or route the appropriate action.
• Build strong relationships with fleet contacts, supporting positive customer outcomes and Customer Satisfaction.
• Comply with the requirements of ISO 9001.
• Comply with the requirements of ISO 27001.

Supervision & Management

There is no direct supervision or management of staff in this role.

Creativity & Innovation

Contribute ideas to improve Customer Operations Support and the customer experience, including self serve, automation and AI assisted ways of working.

Levels of Responsibility

• Maintain strong knowledge of Lightfoot products, services and support processes so information provided to customers and partners is accurate and professional.
• Own day to day case management and resolution, including escalation and exception handling where issues cannot be completed through standard or self serve processes.

Resources

Access and follow the processes, policies, systems and guidance required to carry out the role in accordance with GDPR and company requirements.

Key Skills

• Self-motivated and highly organised.
• A problem solver, able to use own initiative.
• Attentive to detail.
• Adapt priorities quickly to changing workloads and customer needs.
• Ability to assimilate technical information.
• Prioritise and multitask effectively against customer SLAs and deadlines.
• Remain calm and effective in high pressure situations.
• Consistently follow internal processes and procedures to maintain quality and efficiency.
• Strong verbal, written, telephone and administrative skills.
• Positive and adaptable to change, including confidence using digital, customer self serve and approved AI assisted tools.