2nd Line Technical Support

Due to exponential growth, there is now an opportunity and a requirement for a 2nd Line of Support Technician to join an award-winning global provider of software and hardware solutions in the automotive industry.

Within the Technical Support team, you will play a crucial role in providing exceptional technical assistance to our customers, troubleshooting issues, and ensuring timely resolution to support their needs.

Key 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 IoT devices.
• 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.
• 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.

Key Skills Required

• Previous experience in a technical support role or customer service position is preferred.
• Strong technical aptitude with the ability to quickly learn and understand complex systems and software.
• Excellent communication skills, both verbal and written, with a professional and courteous demeanour.
• Strong problem-solving skills and the ability to think critically under pressure.
• Ability to multitask and prioritise tasks in a fast-paced environment.
• Familiarity with ticketing systems and customer relationship management (CRM) software is a plus.

Perks of the Role;

• Fantastic Salary of £28,000
• Monday-Friday only 9 am-5 pm
• Hybrid working model
• Free parking on site
• Health Assured Employee Assistance Programme (EAP)
• Private Medical Insurance
• 25 days of holiday plus Bank Holidays
• Life Assurance (x4 salary)
• Pension

This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today!