1st Line Support Analyst

Quartix Ltd.; Inner West; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Company pension (employer contribution

25 days annual leave + bank holidays

Onsite parking

Employee discounts

Health plan

EAP

Eye tests

Cycle to Work scheme

Staff social events

Job summary

Quartix Ltd. is seeking a Customer Support Analyst based at our Newtown Headquarters to deliver high-standard technical and customer support to UK customers.

You will handle inquiries via Salesforce, live chat, phone and email, triaging, diagnosing, and resolving product queries while escalating complex issues to 2nd Line Support as needed. You will maintain detailed case records, support Fleet Tracking features, and build strong relationships with customers, installers and internal teams.

Qualifications

• Excellent attention to detail and ability to accurately investigate, process, and record customer information.
• Strong logical processing and problem-solving skills to diagnose and resolve queries.
• Able to multitask and manage competing priorities in a busy environment.
• Capable of managing a high volume of support cases with timely updates and resolutions.
• Good organisational skills and the ability to work independently or in a team.

Responsibilities

• Act as the first point of contact for UK customers.
• Provide technical support via Salesforce case management, live chat, telephone, and email.
• Investigate, diagnose, and resolve customer queries across Quartix products and features.
• Manage a high volume of support cases with timely updates and resolutions.
• Maintain accurate customer records and case updates within Salesforce.
• Process customer system changes using Fleet Tracking and internal databases.
• Deliver customer training and support on Fleet Tracking features.
• Escalate complex technical issues to 2nd Line Support when required.
• Build and maintain positive relationships with customers, installers, and internal departments.
• Monitor recurring issues and identify opportunities for process improvement.
• Arrange engineer service calls when issues cannot be resolved remotely.

Skills

Attention to detail

Problem solving

Multitasking

Organisation

Independent worker

Team player

Customer-focused

Tools

Salesforce

Fleet Tracking

Job description

Based in Newtown Headquarters, Monday to Friday 8:30am until 17:00pm

We are looking for a Customer Support Analyst to provide the highest standard of technical and customer support to our UK customers.

As the first point of contact for new and existing customers, you will deliver expert, customer-focused support through Salesforce case management, live chat, telephone, and email. You will be responsible for triaging, investigating, and resolving product-related queries, escalating more complex issues to 2nd Line Support where appropriate.

The role focuses on delivering timely responses, maintaining accurate case records, and ensuring high standards of customer service.

Key responsibilities

• Act as the first point of contact for new and existing UK customers.
• Provide technical support via Salesforce case management, live chat, telephone, and email.
• Investigate, diagnose, and resolve customer queries across all Quartix products and features.
• Manage a high volume of support cases, ensuring timely updates and resolutions.
• Maintain accurate customer records and case updates within Salesforce.
• Process customer system changes using Fleet Tracking and internal databases.
• Deliver customer training and support on Fleet Tracking features.
• Escalate complex technical issues to 2nd Line Support where required.
• Build and maintain positive relationships with customers, installers, and internal departments.
• Monitor recurring support issues and identify opportunities for process improvement.
• Arrange engineer service calls where issues cannot be resolved remotely.
• Support colleagues with additional tasks and training as required.

What we’re looking for

We're looking for someone who is organised, detail-oriented, and able to deliver a high standard of technical and customer support in a busy environment.

The successful candidate will have:

• Excellent attention to detail, with the ability to accurately investigate, process, and record customer information.
• Strong logical processing and problem-solving skills to help diagnose and resolve customer queries.
• The ability to multitask effectively and manage competing priorities throughout the day.
• Confidence managing a high volume of support cases while ensuring timely updates and resolutions.
• Good organisational skills and the ability to manage your own workload effectively.
• The ability to work independently using your own initiative, as well as collaboratively as part of a wider team.
• A professional and customer-focused approach, with a commitment to providing a high standard of support.

Don't meet every requirement? We'd still love to hear from you. If you don't tick every box but believe you have the skills and potential to succeed in the role, we encourage you to apply.

Your Rewards and Savings

• Competitive salary (and bonuses for certain roles)
• 5% employer contribution to company pension through Royal London
• 33 days holiday (25 days annual leave plus 8 bank holidays FTE)
• Opportunity to buy or sell annual leave (up to 5 days FTE)
• Free onsite parking
• Discounts on big brands and gym memberships

Your Health and Wellbeing

• Employer-paid cash health plan
• Employee Assistance Programme (EAP)
• Online GP 24/7 via Telephone or Email
• Free eye tests and prescription glasses (for VDU use)
• Cycle to Work scheme
• Free onsite tea, coffee, chilled filtered water, biscuits and fresh fruit

Your Friends and Family

• 2x Salary life assurance cover
• Enhanced maternity and paternity leave
• Staff Social Events

Your Career and Professional Development

• Regular training and development
• We are dedicated to promoting from within, wherever possible
• Long service awards
• Opportunity to work as part of a great team, dedicated to customer service excellence

Please note that you must have the right to work in the region that this job is listed in.

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