Job Title: 1st Line Technical Support
Location: UK-Kent-Tunbridge Wells
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 AI technologies.
An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. A can-do attitude is a must and enjoyment of technology. Ability to learn on the go with attention to detail. Processing service tickets raised by customers, analysing faults, and providing remote solutions.
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 devices.
* Triage and process service requests.
* Obtain footage from our bespoke platform to identify and resolve faults reported.
* 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.
* Commissioning of new / replacement devises.
* 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.
* Provide support out of hours (Saturdays) when required. Maximum 1 x month.
Qualifications:
A good knowledge of computer systems and a keen interest in technology is required.
Excellent communication skills: verbal and written.
Customer Service orientated. #J-18808-Ljbffr