Due to exponential growth, there is now an opportunity and a requirement for a 2nd Line of Support Technician to join an award-winning global provider of software and hardware solutions in the automotive industry.
Within the Technical Support team, you will play a crucial role in providing exceptional technical assistance to our customers, troubleshooting issues, and ensuring timely resolution to support their needs.
Key Responsibilities:
- Provide technical assistance and support to customers via phone, email, and chat channels.
- Diagnose and troubleshoot technical issues related to our video telematics products and IoT devices.
- Escalate complex issues to the Technical Support Team Lead for further investigation and resolution.
- Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system.
- Collaborate with internal teams, including the Product Group and Account Management, to address customer concerns and provide feedback on product performance.
- Stay up-to-date on product features, enhancements, and troubleshooting techniques through ongoing training and self-study.
- Participate in team meetings and training sessions to share knowledge and improve overall support efficiency.
Key Skills Required
- Previous experience in a technical support role or customer service position is preferred.
- Strong technical aptitude with the ability to quickly learn and understand complex systems and software.
- Excellent communication skills, both verbal and written, with a professional and courteous demeanour.
- Strong problem-solving skills and the ability to think critically under pressure.
- Ability to multitask and prioritise tasks in a fast-paced environment.
- Familiarity with ticketing systems and customer relationship management (CRM) software is a plus.
Perks of the Role;
- Fantastic Salary of £28,000- £30,000 Experience-dependent
- Monday-Friday only 9 am-5 pm
- Hybrid working model
- Free parking on site
- Health Assured Employee Assistance Programme (EAP)
- Private Medical Insurance
- 25 days of holiday plus Bank Holidays
- Life Assurance (x4 salary)
- Pension
This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today!