Hybrid Fleet Tech Support Specialist (Remote)

Lightfoot; Exeter; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Lightfoot is seeking a Customer Technical Support Associate (Systems) to support a portfolio of fleet accounts across the UK and Europe. The role focuses on remote diagnostics and resolution of Lightfoot products, devices, systems, and the customer portal, guiding the customer journey with proactive fleet health and timely escalation when needed.

Based in Exeter with hybrid work — two office days per week — you will own technical cases in Salesforce from initial investigation to resolution,

Responsibilities

• Diagnose and resolve technical issues remotely using Lightfoot systems and approved actions.
• Investigate software, hardware and connectivity faults and document resolutions.
• Perform proactive fleet health checks to maintain customer experience.
• Own technical cases in Salesforce from first contact to resolution.
• Hand over to engineers if remote resolution isn't possible with clear diagnostics.
• Manage portal updates: driver/vehicle assignments, app activations, codes.
• Investigate portal issues and escalate when needed with progress updates.
• Provide clear portal self-serve guidance to customers.
• Update fleet configurations to keep records aligned with needs.
• Triage, assign, or escalate inbound queries in Salesforce.
• Maintain accurate data across systems for reporting.
• Answer inbound calls from fleet managers, drivers, engineers.
• Log calls accurately and route actions.
• Build strong relationships for positive outcomes and CS.
• Comply with ISO 9001 and ISO 27001.

Job description

Lightfoot is seeking a Customer Technical Support Associate (Systems) to support a portfolio of fleet accounts across the UK and Europe. The role focuses on remote diagnostics and resolution of Lightfoot products, devices, systems, and the customer portal, guiding the customer journey with proactive fleet health and timely escalation when needed.

Based in Exeter with hybrid work — two office days per week — you will own technical cases in Salesforce from initial investigation to resolution,