Technical Customer Care Executive

We’re on a mission to make the switch to sustainable transport and energy faster, easier and more affordable. We use our own technology stack, data smarts and industry knowledge to build a game-changing capability. Our intelligent energy platform helps our customers access renewable energy, understand consumer behaviour, and powers smart charging for EVs. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core. 

Ohme has been selling its chargers to consumers since mid-2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of Octopus Energy, Motability, the Volkswagen Group, and other innovative brands. 

We are scaling up the business and are building out the team for rapid growth. If you’re interested in joining a fast-growing cleantech venture on a journey to speed up the global transition to clean energy, read on! 

We are looking for a Technical Customer Care Executive to join our team where you will own all aspects of aftercare customer support for our EV charging products, including queries, support and troubleshooting.

In this role, you will provide product/services information and, liaising with the technical team, resolve any problems or questions that our customers may have with respect to the product. You will ensure excellent service standards, respond efficiently to customer enquiries and maintain high customer satisfaction. Your primary responsibility will be to take inbound phone calls and respond to email inquiries. 

Requirements

Responsibilities 

• Answer customer queries via phone and email, and other channel such as live chat when we launch them 
• Become a product expert; learn the product inside and out and be able to use this to help our customers effectively 
• Meet individual KPIs corresponding to productivity and quality, and help contribute to our wider team goals 
• Provide exceptional customer service, having deep empathy for our users and obsessing over the end user 
• Occasionally deal with vulnerable customers, providing the same level of high quality support 
• Adhere to the processes set out within the team, whilst questioning and highlighting improvements when you see them 
• Where necessary, use advanced troubleshooting techniques to get to the core of the problem 

• Be available for weekend and evening work when necessary 
• Identify and report technical issues within both our hardware and software products 

Who you are 

• Organised and diligent with exceptional time management skills 
• A self-starter who is proactive in finding resolutions 
• A problem solver at heart; inquisitive and eager to learn 
• Empathetic with a deep care for the customer 

Required Experience 

• Minimum 3 years experience working in a customer support role 
• Have worked with a CRM system such as Zendesk, Freshdesk, Intercom etc. 
• Experience troubleshooting and resolving issues using SQL, API platforms such as Postman, and various databases 
• Experience working to and meeting support related KPIs 

Nice to haves 

• Bachelors degree or above 

• Experience/knowledge in the EV industry 
• Previous experience working in a start up or scale up 
• Experience driving process improvements 
• Experience documenting and triaging technical issues 
• Experience leading or supervising technical teams 
• Experience supporting consumer electronic products 

Benefits

You’ll get to work in a fast-paced and rapidly growing scale-up with global ambitions that is cutting edge, passionate about sustainability and seeks to make the world a better place.

• Competitive salary and discretionary bonus
• Private Health Insurance
• Aegon Pension Scheme
• Life Assurance Scheme with death in service benefit of 4x salary
• Income Protection Scheme for long term illness
• Ride to Work Scheme
• Payroll Giving Scheme
• Season Ticket Loan to spread cost of travel over 12 months

Diversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.