Remote Technical Support Specialist

Intelligent Mechatronic Systems, Inc.; Crewe; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Flexible remote working options

Flexible holiday scheme (unlimited)

Work From Anywhere policy

Health & family benefits

Death in Service Protection

Personal and professional development

Innovation & technology

Job summary

IMS is seeking a Customer Service Agent in Crewe to ensure IMS products are delivered to consumers, remain operational, and provide accurate tracking and risk data. You will respond to inquiries via ticketing systems and troubleshoot issues to meet SLAs.

Join our office-based team with flexible remote options, helping maintain device installations, data validation, and timely customer support while collaborating with technical and operations teams to improve service quality.

Qualifications

• Strong written and verbal communication with customers and internal teams.
• Ability to work under pressure and meet deadlines in a fast-paced environment.
• Strong organisational skills for managing interactions and tasks.
• Ability to handle sensitive and confidential 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.
• Maintain up-to-date log files and management information, escalating concerns as needed.
• Process customer orders and device installations accurately through IMS systems.

Skills

Strong communication

Work under pressure

Organisational skills

Confidential information handling

Independent working

Job description

IMS is seeking a Customer Service Agent in Crewe to ensure IMS products are delivered to consumers, remain operational, and provide accurate tracking and risk data. You will respond to inquiries via ticketing systems and troubleshoot issues to meet SLAs.

Join our office-based team with flexible remote options, helping maintain device installations, data validation, and timely customer support while collaborating with technical and operations teams to improve service quality.