Customer Technical Support Associate (Systems)

About The Role

The Customer Technical Support Associate (Systems) takes day to day responsibility for supporting a portfolio of fleet accounts across the UK and our growing customer base in Europe.

The role specialises in remote technical diagnosis and resolution across Lightfoot products, connected devices, systems and the customer portal. It supports the end to end customer journey through proactive fleet health, technical case ownership, portal and fleet administration, customer self serve guidance and timely escalation where remote resolution is not possible.

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 proactive checks, portal management, fleet setup changes and support administration, acting as a key contact for each account.
• Diagnose and resolve technical issues remotely using Lightfoot systems, diagnostic information and approved remote actions where appropriate.
• Use product, system and customer account knowledge, together with sound judgement, to investigate software, hardware and connectivity related faults and identify the appropriate resolution.
• Complete proactive fleet health checks, identifying potential issues and taking timely action to maintain the best possible customer experience.
• Own technical cases through Salesforce from initial investigation to resolution, accurately documenting diagnostics, actions, customer updates and outcomes.
• Where remote resolution is not possible, coordinate an effective onward handover for engineer investigation, providing clear diagnostic information and maintaining case ownership through to resolution.
• Maintain driver and vehicle assignments, fleet assignments, driver login codes, Lightfoot app activations and other relevant portal updates.
• Investigate portal or self serve issues, resolving where possible or raising them through the appropriate process, while keeping customers informed of progress and changes.
• Provide clear portal and self serve guidance, promoting effective customer self management where appropriate.
• Update fleet configurations and system settings to keep Lightfoot units and fleet records up to date and aligned with customer requirements.
• Triage and coordinate inbound customer queries and cases through Salesforce, assigning or escalating work appropriately.
• Use approved AI assisted functionality within Salesforce to support case handling, while retaining responsibility for accuracy, technical judgement, data protection and customer communications.
• Maintain accurate and timely data across relevant systems to support effective technical case management, fleet health monitoring 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.
• There is no direct supervision or management of staff in this role.
• Contribute ideas to improve Customer Operations Support and the customer experience, including remote diagnostics, proactive fleet health, self serve, automation and AI assisted ways of working.
• Maintain strong knowledge of Lightfoot products, connected devices, systems and support processes so technical information provided to customers, engineers and colleagues is accurate and professional.
• Own day to day technical case diagnosis and resolution, using evidence and sound judgement to resolve remotely where possible and elevate effectively where further investigation is required.
• 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 with a strong technical and diagnostic mindset, able to use own initiative.
• Attentive to detail and able to interpret technical and diagnostic information accurately.
• Adapt priorities quickly to changing workloads and customer needs.
• Ability to assimilate technical information and learn new products, systems and processes.
• 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, security and efficiency.
• Strong verbal, written, telephone and administrative skills, including the ability to explain technical issues clearly.
• Positive and adaptable to change, including confidence using digital, diagnostic, customer self serve and approved AI assisted tools.