Senior Technical Support Agent (French Speaking)

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Senior Technical Support Agent (French Speaking)

Department: Operations

Employment Type: Full Time

Location: London

Reporting To: Operations Lead- International

Compensation: GBP 33,000 - GBP 36,000 / year

Description

Salary: GBP 33,000 to GBP 36,000 per annum | London - Hybrid

Leading the way in electric vehicle charging, we've been at the forefront of adoption in the UK since 2009. With over 240,000 charge points installed so far, out of a total of 1 million in the UK, we make EV ownership simple and affordable.

Partnering with top automotive brands like Mercedes, Jaguar Land Rover, BMW and Kia, as well as energy leaders such as EDF and Centrica, we've earned accolades such as the 'Which? - Trusted Trader' award and 'Best for Value, Home EV Chargers - What Car?'

With our international expansion, we aim to transform the EV charging landscape not just in the UK, but now across Europe.

Our Ways of Working

We're all about flexibility, community and a healthy work-life balance. Our hybrid model offers a 'best of both worlds' approach combining the best parts of home and office working. When you'll be in the office depends on your role, but you can expect to work from our London office between 8-12 days per month.

To support this, the successful applicant should be within a reasonably commutable distance to our office (Gray's Inn Road, London, WC1X 8HB).

Join the EVolution:

As a Senior Technical Support Agentfor France, you will be the key point of contact for our technical service partner, assisting them in resolving product or installation issues, providing technical support, and maintaining strong relationships. Your role will involve diagnosing technical issues remotely via a hotline for our technical service partner and their installer network and ensuring that our partners have the resources and information they need to deliver high-quality customer service.

You'll also be responsible for:

• Partner Relationship Management: Primary point of contact for our technical service partner, building and maintaining strong relationships to ensure the smooth delivery of products and services.
• Installer Telephony Support: our technical service partner requires a telephony line to be monitored to assist installers with technical queries relating to installation and maintenance.
• Technical Support & Issue Resolution: Assist technical service partner in troubleshooting and solving product or installation issues, providing remote diagnostics and guidance on resolution. Work closely with the partners to ensure escalated issues are resolved promptly.
• Product Expertise: Utilise in-depth knowledge of our products to provide technical support and guidance. Keep up to date with product updates and new features to provide accurate, relevant support.
• Continuous Improvement: Work with the service partner team and other internal departments to identify recurring issues and suggest improvements to the product or the support process.
• Documentation & Reporting: Maintain accurate records of technical support interactions, issue resolutions, and partner feedback. Prepare regular reports on partner performance, common issues, and service improvement opportunities.
• Training: deliver training to our technical service partner to ensure they are equipped and prepared to provide 1st Level customer support to Pod Point customers.
• Language Skills: Provide support in French, ensuring clear and effective communication.

Electrify us with your skills:

• Fluency in French: (both written and verbal) is essential for communication with our technical service partner, with experience in a bilingual (France-English) environment.
• Technical Knowledge: Strong understanding of our products and systems.
• Telephony Experience: previous experience overseeing a support hotline.
• Customer Experience Expertise: Previous experience in a customer-facing technical support or service role, preferably in a technical environment, with a focus on providing excellent customer experiences.
• Problem-Solving Skills: Strong analytical and troubleshooting abilities, with the capacity to identify issues quickly and work through solutions efficiently.
• Communication Skills: Excellent communication skills, both verbal and written, with the ability to convey complex technical information in a clear and understandable way.
• Team-Oriented: Ability to work collaboratively with internal teams, including product management, engineering, and customer support, to resolve issues and improve processes.
• Experience with Remote Support Tools: Familiarity with remote troubleshooting tools, ticketing systems, and customer service platforms.

Perks that spark joy:

• Flexible hybrid working model
• Work abroad for up to 20 days per year
• Salary Sacrifice EV Scheme and free Pod Point
• Family & friend discount scheme
• 25 days holiday (plus Bank Holidays)
• Very generous parental and family leave
• Pension scheme with a 4.5% matched contribution
• Eyecare scheme
• Life insurance covering up to 4x your annual salary
• Virtual GP provided by HealthHero
• Employee Assistance Program
• Free Mortgage Advice
• Discounted Gym Memberships
• Cycle2Work Scheme

Important Information:

You must have the legal right to work in the UK. We celebrate diversity and encourage applications from all backgrounds. Your privacy is important to us, all information shared will be handled according to our Candidate Privacy Notice.