Technical Support - Telematics

  • Job Reference: 1234131181-2
  • Date Posted: 8 February 2024
  • Recruiter: Uxbridge Employment Agency
  • Location: Uxbridge, South East
  • Salary: £34,000
  • Bonus/Benefits: Hybrid working - 3 days office, 2 days WFH
  • Sector: Transport & Logistics
  • Job Type: Permanent

Job Description

I am currently working with a fantastic company based in the Uxbridge area who are seeking a new member for their Technical Support Team. This is a brilliant role that offers great stability and progression long term as the company have many plans for growth in the future.

The role includes 25% direct customer interaction on the phones, 50% case management providing resolution for product, installation and application related queries and 25% direct installer interaction and coordinating cross-business.

Role responsibilities:

  • Resolve customer queries or escalate to appropriate department, managing the updates on the system as required by the business, ensuring departmental SLA s are achieved to drive continuous overall improvement of the customer experience
  • Identify underlying root causes of substandard installations and be able to offer satisfactory resolutions for both customers and third-party installers
  • To handle inbound/outbound calls and cases, following agreed processes within SLA, using the Salesforce case management system and recording all aspects of the customer interaction
  • Provide technical support to internal and external key stakeholders at all technical levels throughout, including third party installer channels
  • Establish and maintain professional relationships with all internal and external customers
  • Striving to exceed target and consistently improving performance to achieve targets

Previous experience required:

  • A proven background in a 1st line technical customer support role
  • Self-starter with excellent interpersonal communication.
  • Strong organisational skills with a Can-Do attitude
  • Being adaptable to change
  • Proven ability to meet tight deadlines and work under pressure
  • Good and clear communication skills, both written and spoken
  • Knowledge of vehicle telematics concepts
  • Competent with problem solving in a highly technical environment

What you need to do now

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