Job Title: 1st Line Technical Support

Location: UK-Kent-Tunbridge Wells

Overview:

VisionTrack is a leading provider of video telematics solutions, offering innovative technology to enhance fleet management and safety. Our cutting-edge products empower businesses to optimise operations and improve driver safety through advanced video and AI technologies.

An accountable, driven self-starter who has an aptitude for problem solving and passion for customer service. A can-do attitude is a must and enjoyment of technology. Ability to learn on the go with attention to detail. Processing service tickets raised by customers, analysing faults, and providing remote solutions.

Responsibilities:

Provide technical assistance and support to customers via phone, email, and chat channels.
Diagnose and troubleshoot technical issues related to our video telematics products and devices.
Triage and process service requests.
Obtain footage from our bespoke platform to identify and resolve faults reported.
Escalate complex issues to the Technical Support Team Lead for further investigation and resolution.
Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system.
Commissioning of new / replacement devises.
Collaborate with internal teams, including the Product Group and Account Management, to address customer concerns and provide feedback on product performance.
Stay up to date on product features, enhancements, and troubleshooting techniques through ongoing training and self-study.
Participate in team meetings and training sessions to share knowledge and improve overall support efficiency.
Provide support out of hours (Saturdays) when required. Maximum 1 x month.

Qualifications:

A good knowledge of computer systems and a keen interest in technology is required.

Excellent communication skills: verbal and written.

Customer Service orientated.