1st Line Technical Support

In this role, I will provide technical assistance and support to our customers via phone, email, and chat channels. My responsibilities will include diagnosing and troubleshooting technical issues related to our video telematics products and devices, triaging and processing service requests, and obtaining footage from our bespoke platform to identify and resolve reported faults. I will escalate complex issues to the Technical Support Team Lead for further investigation and resolution. Ill document customer interactions, including issue details, troubleshooting steps, and resolutions in our ticketing system. Additionally, I will commission new or replacement devices and collaborate with internal teams, such as the Product Group and Account Management, to address customer concerns and provide feedback on product performance. Staying up to date on product features and troubleshooting techniques through ongoing training and self-study will also be part of my role. I will participate in team meetings and training sessions to share knowledge and improve overall support efficiency and provide support out of hours (Saturdays) when required—maximum once a month.