1st Line Technical Support

Job Title: 1st Line Technical Support
Location: Tunbridge Wells, Kent, UK
Job Type: Full-Time

Overview:
A fantastic opportunity has arisen for a proactive and customer-focused individual to join a dynamic team providing 1st Line Technical Support. This role is ideal for someone with a passion for technology, strong problem-solving skills, and a commitment to delivering exceptional customer service.

Key Responsibilities:

• Deliver technical support to customers via phone, email, and live chat.
• Diagnose and resolve issues related to video telematics systems and connected hardware.
• Process and triage service tickets with efficiency and accuracy.
• Access and review video footage to aid in fault diagnosis and resolution.
• Escalate complex or unresolved issues to senior technical support as required.
• Maintain detailed records of customer interactions, including issues, actions taken, and resolutions.
• Assist in the commissioning of new or replacement devices.
• Work collaboratively with internal teams, such as Product Development and Account Management, to resolve customer issues and share feedback.
• Engage in ongoing training to stay current with product updates and support techniques.
• Participate in scheduled weekend cover (typically once a month on Saturdays).

What We’re Looking For:

• A strong interest in technology and a solid understanding of computer systems.
• Excellent communication skills, both written and verbal.
• Proven ability to provide high-quality customer service.
• A proactive, accountable approach with attention to detail and the ability to learn quickly.
• A self-starter with a positive, can-do attitude and a team-player mindset.

Desirable:

• Previous experience in a technical support or helpdesk environment is advantageous.
• Familiarity with video telematics or fleet management systems is a plus (but not essential).

Perks of the Role;

• Competitive Salary
• Monday-Friday only 9 am-5 pm
• Hybrid working
• Parking on-site
• Health Assured Employee Assistance Programme (EAP)
• Private Medical Insurance
• 25 days of holiday plus Bank Holidays
• Life Assurance (x4 salary)
• Pension