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First Line Technical Support

8 months ago

Northampton, United Kingdom AddSecure Full time

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 nights on x 4 nights off - 7pm - 7am

**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