Technical Support Advisor

3 weeks ago

Coleshill, United Kingdom Trakm8 Full time

Job Role: Technical Support Advisor

Location: Coleshill, Birmingham B46

Salary: Competitive

Benefits: 25 days holiday, Pension, life Assurance

As part of the Company Life Assurance, our employees are entitled to participate in an Employee Assistance Programme (EAP). This is a virtual benefit service which connects our Employees to third party specialists who can help to manage their health and wellbeing and that of their family. In addition to the EAP the service includes:

  • Remote access to a UK based GP
  • 2nd Opinion consultations
  • Mental health assessments and physiotherapy.


Headquartered in Coleshill, West Midlands with a full manufacturing facility Trakm8 is a UK based technology leader in fleet management, insurance telematics, optimisation and dashboard camera systems. Through IP owned technology, the Group analyses data collected by its installed base of telematics units to fine tune the algorithms that are used to produce its telematics-based solutions; these score driver behaviour, monitor vehicle health and continuously improve the security and operational efficiency of both private drivers and company fleets. Trakm8 has been listed on the AIM market of the London Stock Exchange since 2005. We now have an exciting opportunity for two experienced Technical Support Advisors to join our Established Customer Support team here at our Head office in Coleshill.


Main Responsibilities of the role:

  • Handle and resolve all inbound and outbound technical issues from installers and customers usually via the telephone or email
  • Log all incidents on the ticketing system and follow through to successful completion
  • Comply with customer service level agreements
  • Liaise with other internal departments such a sales support, engineering and manufacturing to resolve any customer related problems

Requirements:

  • Previous experience of working in a technical support at both 1st and 2nd line level within a call centre environment
  • Experience of solving technical problems related to software and hardware products.
  • Excellent customer service skills – both written and verbal
  • Capable of working under pressure and prioritising workload
  • Good attention to detail - making sure all issues are logged on company CRM and followed through.
  • Competent user of Microsoft Office
  • Willing to undertake shift or on call work if required.
  • Knowledge of telematics hardware and software would be beneficial


This role requires screening in the below areas:

  • 2 years of satisfactory Employment/Education References
  • Pre-Employment Credit Check

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