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2nd Line Support

3 months ago

Tunbridge Wells, Kent, United Kingdom Vermelorpo Full time £28,000 - £30,000

Due to exponential growth, there is now an opportunity and a requirement for a 2nd Line of Support Technician to join an award-winning global provider of software and hardware solutions in the automotive industry.

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.

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.


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.
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.

Familiarity with ticketing systems and customer relationship management (CRM) software is a plus.
Monday-Friday only 9 am-5 pm

Hybrid working model

Free parking on site

Health Assured Employee Assistance Programme (EAP)

Private Medical Insurance

25 days of holiday plus Bank Holidays

Life Assurance (x4 salary)

Pension
This role offers a genuine career opportunity for progression within the company.