Job Purpose: The Technical Customer Support Analyst is responsible for providing efficient and professional support to customers by resolving common technical issues and delivering standard solutions. This role serves as the first point of contact for customers, ensuring a positive experience while addressing inquiries in a timely manner. The primary goal is to support customer satisfaction and retention, while also building foundational technical skills for future growth within the team and the broader organization. Key Responsibilities: Respond promptly and professionally to customer inquiries, support tickets, and service requests. Troubleshoot and resolve common technical issues related to the company's software applications using standard solutions. Continuously develop proficiency in troubleshooting, staying up to date on product features, updates, and functionality. Maintain detailed and accurate records of customer interactions, technical issues, and solutions provided. Collaborate with team members and escalate complex or unresolved issues to higher-level support teams as needed. Adhere to established processes, procedures, and service level agreements (SLAs) to ensure high-quality and consistent customer support. Deliver exceptional customer service by ensuring customer satisfaction and building strong, professional relationships. Monitor and identify recurring technical issues, providing feedback to improve product quality and user experience. Participate in ongoing training and development programs to enhance technical knowledge and skills. Qualifications & Skills: Strong communication and problem-solving skills. Ability to work effectively in a fast-paced, team-oriented environment. Basic understanding of technical concepts and software applications. Willingness to learn new technologies and processes. Previous customer support experience is a plus, but not required. STRICTLY NO AGENCIES PLEASE: We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL. We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's INDAR Who we are Cox Automotive is the world’s largest automotive service organisation. We provide dependable solutions that improve performance and profitability throughout the vehicle lifecycle to manufacturers, fleets, and retailers. Our businesses are organised around our customers’ core needs across vehicle solutions, mobility, remarketing, funding, and retail. The Benefits Benefit 4 Benefit 5 Benefit 6 Testimonials Aneliese Platts Senior Designer “The people that work here are what sets Cox Automotive apart. We genuinely work as a team, and I feel the same level of support everywhere in the business. Working here is like a family away from home, but most importantly we have fun whilst doing it” Ann Fairbanks Executive PA & Business Support “I wouldn’t be where I am today without Cox Automotive. The company has real culture of learning, pushing the boundaries and making YOU better. It’s all built on strong values that are more than just words, they’re acted on every single day.” Gemma Hepple National Operations Manager “In my nine years here, Cox Automotive has allowed me to learn, grow and hone my skills. There’s a real commitment to inclusion and diversity and today I am proud to be in what was historically perceived to be a ‘man’s’ role.” Documents