First Line Technical Support - Northampton, United Kingdom - AddSecure

AddSecure

Verified Company

Northampton, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

AddSecure Smart Transport are the industry leading supplier of fleet management solutions. Our products reduce costs, protect our customers fleet and save lives.

We believe our people are our biggest asset and place great importance in building a culture where our employees thrive and want to perform.

Our values are Team Spirit, Simplicity and Customer Focus. We offer a fascinating and challenging function in a dynamic environment, which guarantees diversity and versatility. You will be part of a motivated team in an internationally renowned company.

About the job

The purpose of the first line technical support role is act as the bridge between the Customer Support team and the Second Line Technical team.

Your role will be to undertake investigation and analysis of cases raised by Customers and escalated to you by the Customer Support team, supporting them by answering customer queries where the issue is out of scope for Customer Support.

Your day to day responsibilities will include:

BAU hardware product range escalations
Remote Device upgrade projects
Remote fix projects
Fleetwide data analysis
Second level support to internal teams/departments
Provide insight and understanding of hardware problems and failure trends
Assist Technical Services Manager and Second Line Technical Services Team in major customer technical projects, data analysis and customer communication
Follow up with customers to ensure full resolution of the issues
Provide efficient and effective technical support to engineers in the field.

Where business needs dictate, you will also be required to:

Take calls from customers, assist them with their enquiry, log a case and escalate if necessary.
Take commission calls from engineers in the field
Assist with scheduling to ensure engineers are able to reach our customers quickly and efficiently to assist with their requirements
Support project management, liaising with key stakeholders to provide quality service delivery.

We offer

Our employees are our greatest asset and for us it is of great importance to build a culture where our employees thrive and want to perform.

AddSecure's core values are team spirit and cooperation, simplicity, and customer focus. We offer a fascinating and challenging role in a dynamic environment, which guarantees diversity and versatility. You will be part of a motivated team in an international company.

In addition:

Competitive salary
Private medical insurance
Life assurance
Group Income Protection
25 days annual leave

Location:
Northampton

Work pattern: 4 days on x 4 days off - 7am - 7pm

The process
We conduct background checks on all our employees, and you need to be eligible to work in the UK.

Keywords #IoT #transport #AddSecure