Job Description
Job Title: 1st Line Technical SupportLocation: Tunbridge Wells, Kent, UKJob 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