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Product Manager (Electric Vehicle Charging)

We are looking for a Technical Support Operative to provide best in class assistance to our customers across all brands. You will diagnose and troubleshoot product problems and help our customers with their product queries.

How to Apply

If you are interested please submit your CV and covering letter detailing how your experience meets the job requirements to Lace Dance, HR Manager at lace.dance@luceco.com

Date Published: June 2022

Responsible To: Technical Manager

Location: Stafford Park 1, Telford, Shropshire, UK

Salary: Competitive + 10% Bonus based on agreed KPI's

Benefits:

  • Medical Cash Plan
  • Pension EE contribution 3% / ER contribution 5%
  • Life Assurance x2
  • SIP Scheme
  • 25 days annual holiday (exc. 8 bank holidays)

 

Role Responsabilities

  • You will use email and chat applications to give clients quick answers to their product enquiry. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

  • Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

  • Research and identify solutions to product software and hardware issues

  • Diagnose and troubleshoot technical issues, including account setup and network configuration

  • Ask customers targeted questions to quickly understand the root of the problem

  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

  • Provide prompt and accurate feedback to customers

  • Refer to internal database or external resources to provide accurate tech solutions

  • Ensure all issues are properly logged

  • Prioritise and manage several open issues at one time

 

Ideal Candidate

  • Strong problem-solving skills; gathers and analyses information skilfully. Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively.

  • Capable of sensitively managing difficult or emotional customer situations together with building rapport and trust for the future.

  • Enthusiasm and positive attitude in context to the role.

  • Strong work ethic and customer service orientation with outstanding integrity and ethics.

  • Superior internet and computer skills.

  • High technical aptitude for assimilating technical concepts and new technology.

 

How to Apply

If you are interested please submit your CV and covering letter detailing how your experience meets the job requirements to Lace Dance, HR Manager at lace.dance@luceco.com

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