1st Line Technical Support

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.