Customer Service Advisor - Technical Support

Job Type:
Job Sector:
Customer Service
East Anglia
Salary Description:
£Competitive + Benefits
Job Ref:

Are you an experienced B2B or B2C Customer Support professional looking for a new challenge?

If the answer is YES, we want to hear from you. Green Energy Options (geo) are looking to grow their Customer Service team. You will either be placed in a junior B2C role, or in a B2B role, depending on your experience.

What will I be doing?

The B2C role is ideal for someone early in their career; with a keen interest in both technology and consumers. In the more senior B2B role, you will be responsible for managing our major business clients (such as such as SSE, Npower and EDF Energy), you will have demonstrable experience in customer support, and a technical aptitude.

Customer Support Advisors will drive continual improvements in relationships with our customers and take responsibility for customer queries from omni channel platforms, including Freshdesk, E-mail, Phone, Live and Virtual Chat. You will handle and troubleshoot requests (technical and other) and escalate as necessary. You will also be responsible for supporting the continual improvements in end-user experience with product and services and as such, it is essential you have a technical aptitude.

Your responsibilities will include:

- Ensuring product and support information on user engagement platforms are both maintained and enhanced
- Work closely with the operations team to triage customer support issues
- Notifying B2B partners or customers in advance of issues impacting end users
- Managing metrics and prioritising support issues, interfacing with Engineering team
- Delivering resolutions within defined SLA's
- Producing routine internal and customer defined reports
- Supporting warranty and claims triage (including invoice, credit and financial reconciliation)
- Providing a seamless channel between Customer Support and Sales Support activities
- Developing support tools
- Operating geo's customer support escalation process
- Reporting on consumer reviews: including suggesting ideas for driving improvements
- Driving and maintaining product support materials

Who we are looking for?

- Technological aptitude, with the ability to grasp new concepts quickly
- Proactive approach to problem solving
- Results orientated
- Focused on high quality outputs
- Confident, personable and professional
- Good personal organisational and time management skills

For the senior B2B role, the above are essential, as well as:

- Experience in working closely with customers, preferably business clients
- Experience working for a technology company would be preferable
- Experience of customer helpdesk platforms

What can we do for you?

Based just outside Cambridge, geo prides itself on its friendly and supportive workplace that promotes diversity, embraces inclusion and cultivates respect for all individuals. geo has an energetic, positive working culture, offering our Customer Support Advisors a competitive salary with fantastic benefits including:

- 25 days holiday plus bank holidays
- 5% contributory Company Pension Scheme
- Optional Private Medical Insurance
- Spot Awards: recognising high performance, exceptional commitment and the development of new ideas and initiatives.
- Cycle to Work scheme
- Birthday gift
- Regular fresh fruit supplies

Established in 2006, geo is now one of the leading home energy management system companies in the world having sold over 4 million systems, specialising in the design, manufacturing anNo terminology in this advert is intended to be deemed discriminatory. We are happy to accept applications from all suitably qualified persons regardless of their age, gender, race, religion, disability, sexual orientation or marital status.

Contact Details:
Tel: 02392856811
Contact: Abbie Hodell

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