Job description:

ABOUT US:

Sync Energy, part of the Luceco Group, is a leading manufacturer specialising in electric vehicle charging solutions and battery storage units. Based in Telford, we are committed to developing innovative, reliable, and sustainable technologies that support the transition to cleaner transport and smarter energy use. Our mission is to deliver high-quality products that empower businesses and individuals to adopt future-ready energy solutions with confidence.[1]

ABOUT YOU

We’re looking for someone who is:

• Analytical, with strong problem-solving skills
• An excellent communicator, both written and verbal
• Able to build rapport and trust, even in challenging situations
• Enthusiastic, positive, and customer-oriented
• Technically adept, with a high aptitude for learning new technology
• Experienced in technical support and troubleshooting (ideally with EV chargers)
• Organised, with strong admin skills and attention to detail
• Committed to outstanding integrity and ethics

QUALIFICATIONS & EXPERIENCE

• Experience in technical support and troubleshooting
• Analytical skills and a background in customer support
• Working knowledge of Salesforce.com desirable.
• Excellent communication and administration skills
• Experience with electric vehicles or EV chargers is highly desirable

THE ROLE

We are seeking a proactive and customer-focused Technical Support Operative to join our team. You will be the go-to expert for our customers, providing best-in-class assistance across all our Sync Energy products. Your role will involve diagnosing and troubleshooting product issues, answering queries, and ensuring our customers receive timely and accurate solutions.

KEY RESPONSIBILITIES:

• Ask targeted questions to quickly understand the root of the problem
• Guide clients through solutions via phone, email, or chat
• Escalate unresolved issues to internal teams (e.g., software developers) as needed
• Provide prompt and accurate feedback to customers
• Refer to internal databases or external resources for accurate technical solutions
• Ensure all issues are properly logged and prioritised
• Manage multiple open issues simultaneously