1st Line Technical Support Analyst — UK Focus

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

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.