Job Description

I am currently working with a fantastic company based in the Uxbridge area who are seeking a new member for their Technical Support Team. This is a brilliant role that offers great stability and progression long term as the company have many plans for growth in the future.

The role includes 25% direct customer interaction on the phones, 50% case management providing resolution for product, installation and application related queries and 25% direct installer interaction and coordinating cross-business.

Role responsibilities:

• Resolve customer queries or escalate to appropriate department, managing the updates on the system as required by the business, ensuring departmental SLA’s are achieved to drive continuous overall improvement of the customer experience
• Identify underlying root causes of substandard installations and be able to offer satisfactory resolutions for both customers and third-party installers
• To handle inbound/outbound calls and cases, following agreed processes within SLA, using the Salesforce case management system and recording all aspects of the customer interaction
• Provide technical support to internal and external key stakeholders at all technical levels throughout, including third party installer channels
• Establish and maintain professional relationships with all internal and external customers
• Striving to exceed target and consistently improving performance to achieve targets

Previous experience required:

• A proven background in a 1^st line technical customer support role
• Self-starter with excellent interpersonal communication.
• Strong organisational skills with a “Can-Do” attitude
• Being adaptable to change
• Proven ability to meet tight deadlines and work under pressure
• Good and clear communication skills, both written and spoken
• Knowledge of vehicle telematics concepts
• Competent with problem solving in a highly technical environment

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