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Kickstart - Technical Support Executive

Job details
Posting date: 01 October 2021
Hours: Full time
Closing date: 31 October 2021
Location: Rainham, RM138HZ
Company: DWP Kickstart Scheme
Job type: Temporary
Job reference: V0000310372

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Summary


To apply for this job, you must be claiming Universal Credit and 16 to 24 years old.

EMPLOYER
HYPERVOLT LIMITED

JOB SUMMARY
We design and build smart electric vehicle charging hardware and software, with a tech-first approach, focusing on leading software, seamless UX, and customer intimacy.

Building on a successful first development and commercialisation phase, we have high growth targets for the near future. To support this and ensure we maintain our perfect score in customer reviews, we quickly need to develop and scale a leading customer experience. We need a technical support professional who lives and breathes a winning customer experience.

The role is focused on solving technical problems our customers have, proactively ensuring our customers are happy, and developing processes to ensure this is scalable as the business grows.
This is an opportunity to join a close-knit and dynamic team in a fast-growing company in its early stages. It will be rewarding work.

Key tasks:
Becoming an expert in the technical (software and hardware) aspects of our smart charging products.
Work alongside the technical team and be responsible for responding to customer and installer enquiries (calls, emails and tickets) and ensuring each is tracked and closed.
Troubleshooting technical issues on installed devices by communicating with customers and using software available to you.
You will have a hands-on approach to replicating field issues in our R&D lab and reporting your findings to the technical team.
Working with the technical team to identify, troubleshoot, address, and implement solutions to technical issues.
Providing support to installers and customers during the installation and operation of our products.
Proactively innovating to find ways to improve our products, service and customer journey to minimise the number of support enquiries as we grow.
Using, improving and creating content on our support website such as instructions and FAQs. You will have a word-class designer making the best diagrams to complement the support materials you create.
Working with customers and colleagues to support the continuous improvement of our service and support tools.
Weekly reporting on our customer experience and support performance.
Sometimes you may need to go on site to troubleshoot or meet an installer or a customer.
Job Placement location will be Office-based with some home working

SKILLS NEEDED
You will love working in a team and interacting with people.
Have passion and pride for delivering outstanding customer experience.
Strong technical background, ideally with relevant work experience would be preferred but not essential.
A good understanding of electronics, electrical systems and software.
Some experience with programming, in any language; if programming is something you are into, you will get a chance to learn from some of the best.
A problem solver who enjoys a challenge and never gives up until a problem is fixed.
Highly motivated and prepared to operate in a dynamic and ever-changing environment.
Process-driven and organised.
Adaptable, self-managing, multi-tasker and pro-active.
A passion for environmental sustainability will be seen as a bonus but not required.

Drivers licence.

WORKING HOURS
Mon-Fri, flexible in between 9am and 5.30pm

HOURLY RATE
£13-14 per hour (£24,000.00-£26,000.00 per year)

ADDITIONAL EMPLOYABILITY SUPPORT
We have an experienced management team with 45 years of leadership experience between them in engineering, software, hardware, manufacturing and clean tech. We provide bespoke training and onboarding to all new staff, with an assigned manager as mentor with regular 360 progress reviews. We are a small company with a close-knit team - while we do have written manuals, technical specifications, policies, SOPs and contracts, we operate on the basis of close working relationships. All team members are in regular contact including with management. We operate as a single unit with immediate accountability to each other; all staff are able to ask questions, make suggestions and receive the support they require immediately.


Over-Deliver Ltd (Goldman Professionals) will provide specialist employability skills support via the employability skills platform. This is a combination of online course materials, online consultations, workshops, support groups on the topics related to professional development & job search, aimed at early career group.
Course workshops will be organised every 2 weeks using video conferencing software Zoom.
This is a 3-month support program, with monthly off-program catch-ups during the 6-month placement. This includes online course materials, consultations, workshops, support groups on the topics related to professional development & job search aimed at early career group, e.g. long-term career pathway; job search strategies; creation of powerful CVs, LinkedIn, cover letter, interviews, soft/hard skill development, commercial awareness & adding value to the Employer.

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