EU Support

Skills & Competencies

Below are the key skills and competencies that are required for this position:

• Attention to detail.
• Logical processing skills
• The ability to multitask
• The ability to manage high case volumes and your workload.
• Ability to work independently and as part of a wider team.

Key responsibilities

• Deliver professional, customer-focused support to optimise the use of [Employer hidden — view at passion-project.co.uk] services.
• Handle incoming queries via phone, email, and live chat.
• Prioritise phone communication to resolve cases swiftly and satisfactorily.
• Log all customer interactions (calls, emails, posts) in Service Cloud case feed.
• Monitor and respond promptly to live chat messages.
• Analyse unit data using internal support tools to assess field performance.
• Resend unit data and adjust configurations as needed.
• Schedule engineer service calls, including vehicle details and special instructions.
• Process and document system changes requested by customers or internal teams.
• Complete engineer appointments using the appointment app.
• Provide customer training on the FT application; escalate detailed training to Account Management.
• Use translation software to read and respond to communications in French, Spanish, Italian, German, and Polish.

General responsibilities

• Maintain and develop relationships with customers, installers and other departments.
• Develop ideas and put forward to the EU Support Team Leader and Support Manager for improved database and system processes.
• To monitor and report any repeated support issues to the EU Support Team Leader and Support Manager.
• Any additional tasks as deemed necessary by the Company directors or Management team.
• To keep the number of open support issues as low as possible and within set targets.
• To keep the age of cases as low as possible and within targets set.
• To bring to the attention of your manager (or a director) anything that is perceived to be a health and safety hazard to yourself or others.
• To uphold the values of the company and comply with all company policies.

About you

• Clear and concise written and spoken communication skills
• Ability to present written information in a structured and balanced way appropriate to the needs of the reader
• Attention to detail
• Excellent customer service skills, around 50% of our business comes from repeat orders from existing customers
• Exceptional telephone manner.
• Logical thinking with the ability to systematically work through a problem
• Ability to manage a high case load and to give all cases the priority that they require
• Minimum of 2 years’ experience in a support or customer service role supporting customers via phone, e-mail and Live Chat
• Good IT skills, which must include use of Excel, Outlook and other Microsoft packages
• Knowledge of various Internet Web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari would be advantageous
• Knowledge and understanding of Salesforce and Service Cloud would be beneficial
• Auto electrical knowledge would be advantageous but is not a prerequisite
• Ability to work under pressure and to a reporting timetable
• Excellent time keeping
• Be a good team worker demonstrating loyalty and commitment to the organization and team members
• Empathy – be able to put yourselves in the customers shoes to get a true understand of the customers issues