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Your new company is the leading SaaS platform for managing installations of low carbon technologies, like EV chargers, solar panels, heat pumps, and in-home batteries.

Needed: Junior Helpdesk Agent with a passion for solving problems and providing excellent customer service. You'll help users to get unblocked towards achieving their goal and help your company build a knowledge base they can use.

As the first line of contact for customers day-to-day, you will get a lot of exposure to customers and get a deep understanding of their problems. This is a great role to grow into other areas.

Working closely with the Product and Sales teams, you will be reporting to the Technical Support Manager.

Who are you?

You're someone with a passion for giving high quality customer service.
You have at least 1 year of experience in a customer-facing role.
Office experience is preferred.
Your strengths include good written and verbal communication.
You enjoy problem-solving and are resilient in searching for a solution.
You're tech-savvy and ideally familiar with ticket support systems.
You have a proactive attitude, a desire to learn new skills and improve processes.
What will you do?

First line ticket response
Timely first line support to the company's customers (via phone, e-mails, and live chat)
Effectively work on multiple tickets simultaneously
Ability to prioritise effectively, considering multiple inputs
Diagnose issues with root cause analysis
Liaise with the technical team to get issues resolved
Provide high quality technical instruction and guidance
Provide regular updates on progress to customers
Happy to work on tasks independently or to collaborate with others
Analysis & Impact
Identify ways to optimise the ticket process: response times, quality of responses etc.
Feedback on any trends and patterns for improvement
Write how-to articles and internal troubleshooting guidelines
RequirementsThe primary requirement is at least 1 year's experience in a similar role.

Great communicator - Strong written and verbal communication skills. Ability to construct an email that clearly explains complex problems
Empathetic and customer focused - Be passionate about providing solutions to customers' problems so that they can achieve success with the platform
Tech-savvy - Be familiar with ticketing systems, or be tech-savvy enough to pick them up quickly
Process driven - Keen to implement learning to improve the process
Prioritisation and multitasking - perform well under pressure.
Basic coding is beneficial but not essential.
The key deliverables

These are how success will be measured in the first few months.
Deliver a first-class customer experience as measured by CSAT (Customer Satisfaction) scores
Deliver timely responses to tickets as measured by response times/SLAs
Collaborate effectively to solve product problems in advance of being reported
Benefits

Pension Plans
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