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Royal Tunbridge Wells

    2nd Line Technical Support - Royal Tunbridge Wells, United Kingdom - Markerstudy Group

    Markerstudy Group
    Markerstudy Group Royal Tunbridge Wells, United Kingdom

    3 weeks ago

    Default job background
    Full time · Permanent
    Description

    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:

  • 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.

    • Requirements:

  • 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.
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