Remote Technical Support Agent - Data & Devices

IMS; Crewe; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Flexible remote working options

Unlimited holiday

Work From Anywhere policy

Health & family benefits

Death in Service Protection

Personal and professional development

Innovation & technology access to R&D

Job summary

IMS is a world-leading connected insurance and telematics provider delivering services, analytics, and technology to insurers, governments, and enterprises. The Customer Service Agent ensures IMS products are delivered to consumers, remain operational, and provide accurate tracking and risk data.

In this role you will handle direct customer queries via ticketing systems, troubleshoot technical issues, and ensure SLAs are met while liaising with engineering teams to verify device associations and

Qualifications

• Excellent written and verbal communication with customers.
• Ability to work under pressure and meet deadlines.
• Strong organisational skills to manage tasks and tickets.
• Ability to handle sensitive information professionally.
• Capable of working independently with limited supervision.

Responsibilities

• Respond to and resolve customer inquiries via ticketing systems, ensuring timely and professional communication.
• Ensure IMS devices installed in customer vehicles are correctly associated with user details by liaising with engineering teams and reviewing control reports.
• Identify and troubleshoot issues with IMS devices, performing over-the-air fixes or arranging service calls when necessary.
• Review customer data to ensure event, journey, and risk management scores are accurate, addressing any discrepancies.
• Conduct routine checks and audits to verify IMS devices are functioning correctly and providing reliable data.
• Maintain up-to-date log files and management information, escalating potential concerns to team management.
• Raise any device performance issues or customer concerns to management for further escalation.
• Ensure all customer orders and device installations are processed correctly through IMS systems.
• Contribute to maintaining smooth office operations, ensuring workspaces remain organised and functional.

Skills

Communication

Time management

Organization

Data handling

Independence

Job description

IMS is a world-leading connected insurance and telematics provider delivering services, analytics, and technology to insurers, governments, and enterprises. The Customer Service Agent ensures IMS products are delivered to consumers, remain operational, and provide accurate tracking and risk data.

In this role you will handle direct customer queries via ticketing systems, troubleshoot technical issues, and ensure SLAs are met while liaising with engineering teams to verify device associations and