2nd Line Technical Support

Due to exponential growth, there is now an opportunity and a requirement for a 2nd Line of Support Technician to join an award-winning global provider of software and hardware solutions in the automotive industry. Within the Technical Support team, you will play a crucial role in providing exceptional technical assistance to our customers, troubleshooting issues, and ensuring timely resolution to support their needs. Key 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 IoT devices. 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. 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. Key Skills Required Previous experience in a technical support role or customer service position is preferred. Strong technical aptitude with the ability to quickly learn and understand complex systems and software. Excellent communication skills, both verbal and written, with a professional and courteous demeanour. Strong problem-solving skills and the ability to think critically under pressure. Ability to multitask and prioritise tasks in a fast-paced environment. Familiarity with ticketing systems and customer relationship management (CRM) software is a plus. Perks of the Role; Fantastic Salary of £28,000- £30,000 *Experience-dependent Monday-Friday only 9 am-5 pm Hybrid working model Free parking on site Health Assured Employee Assistance Programme (EAP) Private Medical Insurance 25 days of holiday plus Bank Holidays Life Assurance (x4 salary) Pension This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today