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Technical Support Specialist

2 months ago

Tunbridge Wells, Kent, United Kingdom Vermelo RPO Full time
{"title": "2nd Line Technical Support", "description": "Role Overview

Vermelo RPO is seeking a skilled Technical Support Specialist to join our award-winning global provider of software and hardware solutions in the automotive industry.

This role offers a genuine career opportunity for progression within the company, with a focus on 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, utilizing strong communication skills and a professional demeanor.
  • Diagnose and troubleshoot technical issues related to our video telematics products and IoT devices, leveraging technical aptitude and problem-solving skills.
  • Escalate complex issues to the Technical Support Team Lead for further investigation and resolution, ensuring seamless collaboration with internal teams.
  • Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system, maintaining accurate and detailed records.
  • Collaborate with internal teams, including the Product Group and Account Management, to address customer concerns and provide feedback on product performance, driving continuous improvement.
  • Stay up-to-date on product features, enhancements, and troubleshooting techniques through ongoing training and self-study, ensuring expertise in the latest technologies.
  • Participate in team meetings and training sessions to share knowledge and improve overall support efficiency, fostering a culture of collaboration and excellence.
Requirements
  • Previous experience in a technical support role or customer service position is preferred, with a strong track record of delivering exceptional customer service.
  • Strong technical aptitude with the ability to quickly learn and understand complex systems and software, with a passion for staying up-to-date on the latest technologies.
  • Excellent communication skills, both verbal and written, with a professional and courteous demeanor, ensuring effective communication with customers and internal teams.
  • Strong problem-solving skills and the ability to think critically under pressure, with a focus on delivering timely and effective solutions.
  • Ability to multitask and prioritize tasks in a fast-paced environment, with a high level of organization and attention to detail.
  • Familiarity with ticketing systems and customer relationship management (CRM) software is a plus, with a willingness to learn and adapt to new tools and technologies.
Perks of the Role
  • Fantastic Salary of £28,000- £30,000 *Experience-dependent
  • 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
About Vermelo RPO

Vermelo RPO is a global provider of software and hardware solutions in the automotive industry, with a focus on delivering exceptional customer service and support.

We offer a dynamic and supportive work environment, with opportunities for career growth and development.

Join our team and be part of a company that values innovation, collaboration, and customer satisfaction.

", "lang_code": "en-US"}