1st Line Support - Support Analyst, Quartix, Newtown

Job Title:                          1st Line Support - Support Analyst

Based at:                          Ladywell Business Hub

Reports to:                      Support Team Leader

Responsible for:             Non-management role

Candidate/Role

As 1st Line Technical support, you will play a critical role within the support operation for the business.  You will be responsible for diagnosing technical issues and making systems changes as requested by our UK based customers.  All cases must be resolved in a timely manner and to the customers satisfaction. 

The ideal candidate with have strong problem-solving abilities and logical thinking, these are skills that would allow you to excel within the team.

The hours are 37.5hrs per week and is based out of our office in Newtown.

Job Purpose

The aim of this role is to provide the highest level of technical and customer support for our UK based customers.  The team handle cases raised through various channels such as email, phone and live chat. 

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

Quartix

We have over 28,500 fleet customers who between them tracking over 285,000 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.

CLICK HERE TO VIEW QUARTIX JOBS PAGE

 

Criteria

Skills and abilities

·       Clear and concise written and spoken communication skills

·      Ability to present written information in a structured and balanced way appropriate to the needs of the reader

·      Attention to detail

·      Excellent customer service skills, around 50% of our business comes from repeat orders from existing customers.

·      Exceptional telephone manner.

·      Logical thinking with the ability to systematically work through a problem.

·      Ability to manage a high case load and to give all cases the priority that they require.

Experience

·      Minimum of 2 years’ experience in a support or customer service role supporting customers via phone, e-mail and Live Chat.

Knowledge

 

·      Good IT skills, which must include use of Excel, Outlook and other Microsoft packages.

·      Knowledge of various Internet Web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari would be advantageous.

·      Knowledge and understanding of Salesforce and Service Cloud would be beneficial.

·      Auto electrical knowledge would be advantageous but is not a prerequisite.

Personal attributes and other requirements

·        Ability to work under pressure and to a reporting timetable

·        Excellent time keeping

·        Be a good team worker demonstrating loyalty and commitment to the organization and team members.

·        Empathy – be able to put yourselves in the customers shoes to get a true understand of the customers issues.