1st Line Technical Support

Thinkways Software Technologies Pvt. Ltd.; Royal Tunbridge Wells; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

A leading company in video telematics is seeking a proactive 1st Line Technical Support professional. In this role, you'll provide customer support, resolve technical issues, and collaborate with product teams. Ideal candidates will have a strong tech background and excellent communication skills. Enjoy a competitive salary, hybrid work, and generous benefits including medical insurance and 25 days holiday.

Benefits

Competitive Salary

Health Assured Employee Assistance Programme (EAP)

Private Medical Insurance

25 days of holiday plus Bank Holidays

Life Assurance (x4 salary)

Pension

Qualifications

• Strong interest in technology and understanding of computer systems.
• Proven ability to provide high-quality customer service.
• Experience in a technical support environment is advantageous.

Responsibilities

• Deliver technical support to customers via phone, email, and live chat.
• Diagnose and resolve issues related to video telematics systems.
• Maintain detailed records of customer interactions.

Skills

Problem-solving

Customer service

Communication

Attention to detail

Job description

Job Title: 1st Line Technical Support

Location: Tunbridge Wells, Kent, UK

Job Type: Full-Time

Overview

A fantastic opportunity has arisen for a proactive and customer-focused individual to join a dynamic team providing 1st Line Technical Support. This role is ideal for someone with a passion for technology, strong problem-solving skills, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Deliver technical support to customers via phone, email, and live chat.
• Diagnose and resolve issues related to video telematics systems and connected hardware.
• Process and triage service tickets with efficiency and accuracy.
• Access and review video footage to aid in fault diagnosis and resolution.
• Escalate complex or unresolved issues to senior technical support as required.
• Maintain detailed records of customer interactions, including issues, actions taken, and resolutions.
• Assist in the commissioning of new or replacement devices.
• Work collaboratively with internal teams, such as Product Development and Account Management, to resolve customer issues and share feedback.
• Engage in ongoing training to stay current with product updates and support techniques.
• Participate in scheduled weekend cover (typically once a month on Saturdays).
  
  

What We're Looking For

• A strong interest in technology and a solid understanding of computer systems.
• Excellent communication skills, both written and verbal.
• Proven ability to provide high-quality customer service.
• A proactive, accountable approach with attention to detail and the ability to learn quickly.
• A self-starter with a positive, can-do attitude and a team-player mindset.
  
  

Desirable

• Previous experience in a technical support or helpdesk environment is advantageous.
• Familiarity with video telematics or fleet management systems is a plus (but not essential).
  
  

Perks of the Role;

• Competitive Salary
• Monday-Friday only 9 am-5 pm
• Hybrid working
• Parking on-site
• Health Assured Employee Assistance Programme (EAP)
• Private Medical Insurance
• 25 days of holiday plus Bank Holidays
• Life Assurance (x4 salary)
• Pension
  
  

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