Technical Support Administrator (Remote)

Osprey Charging Network; Greater London; On-site; GBP 27,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Private Medical Insurance

Salary Sacrifice Schemes (EV, nursery,

Season Ticket Loans

Tech Loans

Flexible Bank Holidays

Learning and Development Opportunities

Ability to grow in your role

Job summary

Osprey Charging Network is seeking a Technical Support Administrator to diagnose and resolve issues across a mix of simple fixes and deeper troubleshooting. You will be the first point of contact and a key link between frontline support and technical specialists while maintaining high service levels.

The role emphasizes independent work within a collaborative team, with documentation to improve processes and efficiency.

Qualifications

• Excellent verbal and written communications skills.
• Proficiency in Salesforce or other CRM tools is a plus.
• Passionate about exceptional customer service with previous experience.

Responsibilities

• Investigating and resolving technical issues—ranging from simple fixes to more in-depth troubleshooting.
• Acting as the first point of contact for queries with the expertise to go beyond basic troubleshooting.
• Diagnosing, analysing, and resolving issues efficiently while knowing when to elevate.
• 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.

Skills

Customer service

Troubleshooting

Communication

Salesforce experience

Tools

CRM tools/Salesforce

Job description

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 elevate.
• 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