2nd Line Technical Support

1 month ago


Royal Tunbridge Wells, United Kingdom Vermelo RPO Full time

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.

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.

Key Skills Required

  • Previous experience in a technical support role or customer service position is preferred.

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