2nd Line Technical Support

5 months ago

Newtown, United Kingdom Quartix Limited Full time

As 2nd Line Technical support, you will play a critical role within the support operation for the business. You will provide advanced technical support for Quartix customers and internal stakeholders. You will be responsible for diagnosing complex technical issues escalated from the 1st Line Support team and working with them and other teams within support to resolve them in a timely manner.

The hours are 09:30 to 18:00 Monday to Friday. Initial training will be provided in the office in Newtown, upon successful completion of the probation period an option for hybrid working is available.

**Quartix**

We have over 26,000 fleet customers who between them tracking over 250,000 vehicles. Our customers are based in the UK, US and select countries within the EU. The support for these customers is all handled by our team of 29 dedicated technical support professionals based in Newtown.

We are always looking for motivated, technical individuals to join our team. Full training on the Quartix System and the tools we use to support our customers will be given, both through structured and on the job training.

Customer satisfaction is also at the heart of everything we do, and we gain vital customer feedback through close case surveys. This allows us to ensure we are meeting our customers needs and offer our staff praise and support where needed.

Quartix use industry standard tools for case reporting, resolution and monitoring along with bespoke in-house systems for the analysis of key technical data.

**Job Purpose**

The aim of this role is to provide the highest level of technical and customer support for all customers. The team handle cases escalated from within the support team or other teams such as customer services or account management.

The goal is to resolve cases in a timely manner to the satisfaction of our customers.

**Key responsibilities**
- Provide professional, effective customer focused support to help customers make best use of Quartix services.
- Provide professional and efficient 2nd line technical support to external clients.
- Incident ownership, with technical diagnosis and fixing of issues.
- In-depth training for customers and Quartix staff. Conducted via remote access (Webex) or site visits if required.
- Strive to exceed in the delivery of operational KPI’s and customer SLA’s.
- Complex system setup for customers.
- Analysis of crash data and production of crash analysis report for the customer.
- Analysis of escalated unit data from 1st line Technical Support. Numerous support tools have been developed in house, these tools allow us to check the units in the field and analyse the data that they have transmitted to our servers.
- To document all steps undertaken through the fault finding and resolution process.
- Identifying and managing service issues working with infrastructure and development teams for investigation and resolution
- To deal with and recreate steps for development related cases prior to raising them with the team.

**General responsibilities**
- A commitment to equal opportunities.
- Maintain and develop relationships with customers and suppliers.
- Contribution towards improvement in procedures and systems.

**Experienced required**
- Previous experience in a 2nd line support or strong 1st line support experience of at least 2 years and looking for progression.
- Strong written and verbal communication skills.
- Experience of Support case ticketing systems such as Service Cloud, Zendesk or Freshdesk.
- Strong problem-solving and analytical skills, with the ability to think critically under pressure and the desire to find a resolution to a problem.
- Ability to work independently and as part of a team in a fast-paced and dynamic environment.

If you are a dedicated professional with a strong background in in technical support and a passion for problem-solving, and this job excites you, then please click 'Apply' now.

**Salary**: £23,000.00-£23,500.00 per year

**Benefits**:

- Additional leave
- Company events
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: 2nd Line Tech Support

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