Customer Service Agent / Customer Support Executive - Technical

Job Title: Customer Service Agent (Technical)

Location: Aberford/Leeds

Salary: Up to £24,000

The company is a market share leader in a high-growth, competitive tech market. They created the field of vehicle telematics 20 years ago, and have recently launched an aggressive growth strategy that entails a significant investment in talent.

They deliver SaaS solutions that measure and report real-time data from vehicles. These solutions help their clients drive significant operational improvements: reducing fuel consumption, increasing vehicle utilisation (which reduces the number of vehicles on the road), and improving the safety and productivity of their staff. In 2016, their clients reduced fuel consumption by 90 million litres and avoided the release of 230 million kg of CO2 into the atmosphere.

Within the rapidly expanding area of the Internet of Things (IoT), telematics is one of the most mature products with proven commercial application, delivering 3x to 5x ROI for their customers. They are a market leader in this developing industry with huge potential for positive impact on our communities. The adoption of telematics in commercial vehicles is still below 10% globally and growing rapidly.

The company is backed by growth equity investors Summit Partners and Fleetcor Technologies.

The Company at a glance:

• 20 years in commercial vehicle telematics
• 10,000+ customers
• 300+ employees across Europe
• €70m revenue.

Your principle responsibilities will be to:

• The role of a Customer Service Agent is key to the company's long term customer satisfaction and ongoing quality initiatives.
• The role is key to minimising in-life issues, identifying engineering, system, hardware faults. The ultimate aim is to give the customer a great experience and management of costs associated with sending engineers on unnecessary service visits.
• It is a challenging technical role requiring an appetite and enthusiasm for detail, customer service, quality, and refusing to lose.
• You will troubleshoot customer queries and advise the appropriate action. You will have strong abilities to give excellent customer service to customers at various hierarchical levels (from van driver to company directors).
• As the UK and Europe's leading supplier of Telematics Solutions, it is essential that following the installation of the company's technology into commercial fleets (either sub 20 or 1,000+), they apply controlled processes to ensure that data quality has been delivered in a verifiable and systematic way.

About your Knowledge, Skills & Qualifications:

• Working as part of a Helpdesk team with the common goal of ensuring the company's customers are sufficiently supported.
• Carrying out remote triage and technical fixes to address issues.
• Continuous improvement - working with support teams to reduce in-life failures.
• Liaising with customers and providing regular updates and feedback on reported issues.
• Managing and tracking outstanding tasks to be triaged.
• Timely updating of the in house systems.
• Identify and escalate situations requiring urgent attention.
• Ability to work outside of normal hours if required.

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; Customer Service Administrator, Customer Services Executive, Customer Service Representative, Appointment Booker, Customer Support, Client Services, Customer Service Executive, Customer Assistant, Customer Aid, Customer Service Telephone Consultant, Customer Service Administrator, Telephone Customer Service Representative, Customer Advisor, Telephone Customer Support, Business Support, Customer Service Advisor, Customer Service Engineer, Customer Services Officer, Administrator, Customer Service Assistant will also be considered for this role.