Technical Support Administrator (Remote)
Digital nomads. Work from anywhereCompany: Osprey Charging Network
Are you a problem solver? A fixer? Do you thrive in a fast-paced environment?
We’re looking for a Technical Support Administrator who has the initiative, drive and troubleshooting skills to diagnose and resolve issues efficiently. This role sits between a traditional L1 and L2 support position, meaning you will handle a mix of straightforward and complex customer service, site & charger related issues ensuring excellent service to our users.
ROLES & RESPONSIBILITIES:
* Investigating and resolving technical issues—ranging from simple fixes to more in-depth troubleshooting.
* Acting as the first point of contact for queries but with the expertise to go beyond basic troubleshooting.
* Diagnosing, analysing, and resolving issues efficiently while knowing when to escalate.
* Working independently while being an active team player in a collaborative environment.
* Documenting solutions and improving processes to enhance future support efficiency.
* Providing feedback on recurring issues and contributing to continuous improvement efforts
* Managing shift-based work to ensure users receive support when they need it.
WORKING HOURS & SHIFT PREFERENCES:
* This role requires specific working hours, including weekends:
* 3 weekdays 9am-5pm
* Saturday & Sunday 9am-5pm
SKILLS AND EXPERIENCE:
* Excellent verbal and written communications skills.
* Proficiency in Salesforce or other CRM tools is a plus.
* Passionate about exceptional customer service with previous experience.
This is a dynamic and hands-on role, requiring an open-mind and desire to learn about the EV industry and educate our customers.
OSPREY BENEFITS:
* Competitive salary bonus
* 25 days annual leave
* Private Medical Insurance (after the successful completion of probation)
* Salary Sacrifice Schemes including EV, nursery, SIPP etc
* Season Ticket Loans, Tech Loans
* Flexible Bank Holidays
* Learning and Development Opportunities
* Ability to grow in your role and the Operations Department