Second Line Technical Support
Location: Tunbridge Wells, Kent
Company Overview
VisionTrack is a leading provider of video telematics solutions, offering innovative technology to enhance fleet management and safety. Our cutting-edge products empower businesses to optimise operations and improve driver safety through advanced video and IoT technologies.
Job Description
We are seeking a dedicated and customer-focused individual to join our Second Line Technical Support team. 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:
1. Provide technical assistance and support to customers via phone, email, and chat channels.
2. Diagnose and troubleshoot technical issues related to our video telematics products and IoT devices.
3. Escalate complex issues to the Technical Support Team Lead for further investigation and resolution.
4. Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system.
5. Collaborate with internal teams, including the Product Group and Account Management, to address customer concerns and provide feedback on product performance.
6. Stay up-to-date on product features, enhancements, and troubleshooting techniques through ongoing training and self-study.
7. Participate in team meetings and training sessions to share knowledge and improve overall support efficiency.
Requirements:
8. Previous experience in a technical support role or customer service position is preferred.
9. Strong technical aptitude with the ability to quickly learn and understand complex systems and software.
10. Excellent communication skills, both verbal and written, with a professional and courteous demeanour.
11. Strong problem-solving skills and the ability to think critically under pressure.
12. Ability to multitask and prioritise tasks in a fast-paced environment.
13. Familiarity with ticketing systems and customer relationship management (CRM) software is a plus.