1st Line Technical Support

Vermelo RPO; England; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading video telematics provider in the UK seeks a dedicated 1st Line Technical Support professional to assist customers with technical issues via phone, email, and chat. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for technology. Responsibilities include diagnosing issues, processing service requests, and documenting customer interactions. This role offers the opportunity to enhance customer service experiences through innovative technology.

Qualifications

• Good knowledge of computer systems and keen interest in technology.
• Excellent verbal and written communication skills.
• Customer service oriented.

Responsibilities

• Provide technical assistance and support to customers via phone, email, and chat.
• Diagnose and troubleshoot technical issues related to products.
• Document customer interactions in ticketing system.

Skills

Technical assistance

Problem solving

Customer service

Communication skills

Job description

Job Title: 1st Line Technical Support

Location: UK-Kent-Tunbridge Wells

Overview

VisionTrack is a leading provider of video telematics solutions, offering innovative technology to enhance fleet management and safety. Our cutting-edge products empower businesses to optimise operations and improve driver safety through advanced video and AI technologies.

An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. A can-do attitude is a must and enjoyment of technology. Ability to learn on the go with attention to detail. Processing service tickets raised by customers, analysing faults, and providing remote solutions.

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 devices.
• Triage and process service requests.
• Obtain footage from our bespoke platform to identify and resolve faults reported.
• 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.
• Commissioning of new / replacement devises.
• 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.
• Provide support out of hours (Saturdays) when required. Maximum 1 x month.

Qualifications

A good knowledge of computer systems and a keen interest in technology is required.

Excellent communication skills: verbal and written.

Customer Service orientated.