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 ..... full job details .....