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Vacancy for a Support Analyst

 
Created on 24/10/2017 @ 19:42
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Support Analyst

     Based at:Quartix Limited, Newtown Office, Support Department


Reports to: Technical Support Team Leader

Quartix Vehicle tracking expertise

The Quartix system has been installed in over 300,000 vehicles.

Quartix was founded in 2001 by four industry professionals who have a combined 120+ years experience in systems design, telemetry, embedded computing, communications and database design and implementation. They are all still with the business today.

Customer acceptance of the Quartix system has been excellent since then: the company now has more than 10,000 fleet customers and 12 major insurance customers and the success of the company has been recognized by a number of prestigious business and product awards.

Job Purpose

The Support Department is split into two key areas, Technical support and Systems support, both teams are expected to understand the others key function to facilitate cross team support.

This position is within the Technical Support team offering the highest level of customer service to our clients.  The team supports our customers in the resolution of any technical queries about our product suite, this may involve the physical Quartix Tracking unit, the application on our website and mobile apps or batch generated e-mailed reports.

Key Responsibilities

Technical Specific:

·         Receive incoming support queries via phone, e-mail and live chat.

·         Recording of support queries on our own database which has been developed over the last 14 years.

·         Analysis of unit data using numerous support tools that have been developed in house, these tools allow us to check the units in the field and analyse the data that they have transmitted to our servers.

·         Correction, restoration & resending of unit data when required.

·         Checking and amendment of unit configurations.

·         Arrangement of engineers visits to investigate unit issues.

·         Creation of Appointments for engineers, to include vehicle registrations, vehicle makes and any specific instructions.

·         Record relevant additional information on the installation diary. E.G: Engineer or customer charges.

·         Record relevant communication information with customer on Marketing Database. Especially any customer specific requirements.

·         Recording of service call information on Marketing Database.

·         Completion of open support records on Marketing Database.

·         Arrangement of Engineer Audits, reporting this information to Support Manager for any further action required.

General

·         Maintain and develop relationships with customers.

·         Maintain and develop relationships with installers.

·         Develop ideas and put forward to Head of Support for improved database and system processes.

·         To monitor and report any repeated support issues to the Technical Support Team Leader.

·         To keep the number of open support issues as low as possible.

·         Any additional tasks as deemed necessary by the Company directors or Management team.

·         To bring to the attention of your manager (or a director) anything that is perceived to be a health and safety hazard to yourself or others.

·         To uphold the values of the company and comply with all company policies.

Specific Requirements

·         Excellent customer service skills, around 50% of our business comes from repeat orders from existing customers.

·         Attention to detail.

·         Excellent telephone manner.

·         Good general knowledge of the Microsoft Office Suite, include Excel, Access, Word and Outlook.

·         Knowledge of various Internet Web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari.

·         Calm and measured temperament.

·         Excellent time keeping.

Systems/Apps Used

·         Marketing DB.

·         Quartix Edit.

·         Appointment Completion App.

·         Linlog.

·         Event Viewer.

·         Unit Tools.

·         Text Anywhere.

·         Zendesk Live Chat.

How to apply

Please send your CV & a covering letter to HR@quartix.net

 

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