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
1. Previous experience in a technical support role or customer service position is preferred.