1st Line Support Analyst

Based in Newtown Headquarters, Monday to Friday 8:30am until 17:00pm

We are looking for a Customer Support Analyst to provide the highest standard of technical and customer support to our UK customers.

As the first point of contact for new and existing customers, you will deliver expert, customer-focused support through Salesforce case management, live chat, telephone, and email. You will be responsible for triaging, investigating, and resolving product-related queries, escalating more complex issues to 2nd Line Support where appropriate.

The role focuses on delivering timely responses, maintaining accurate case records, and ensuring high standards of customer service.

Key responsibilities

• Act as the first point of contact for new and existing UK customers.
• Provide technical support via Salesforce case management, live chat, telephone, and email.
• Investigate, diagnose, and resolve customer queries across all Quartix products and features.
• Manage a high volume of support cases, ensuring timely updates and resolutions.
• Maintain accurate customer records and case updates within Salesforce.
• Process customer system changes using Fleet Tracking and internal databases.
• Deliver customer training and support on Fleet Tracking features.
• Escalate complex technical issues to 2nd Line Support where required.
• Build and maintain positive relationships with customers, installers, and internal departments.
• Monitor recurring support issues and identify opportunities for process improvement.
• Arrange engineer service calls where issues cannot be resolved remotely.
• Support colleagues with additional tasks and training as required.

What we’re looking for

We’re looking for someone who is organised, detail-oriented, and able to deliver a high standard of technical and customer support in a busy environment.

The successful candidate will have:

• Excellent attention to detail, with the ability to accurately investigate, process, and record customer information.
• Strong logical processing and problem-solving skills to help diagnose and resolve customer queries.
• The ability to multitask effectively and manage competing priorities throughout the day.
• Confidence managing a high volume of support cases while ensuring timely updates and resolutions.
• Good organisational skills and the ability to manage your own workload effectively.
• The ability to work independently using your own initiative, as well as collaboratively as part of a wider team.
• A professional and customer-focused approach, with a commitment to providing a high standard of support.

Don’t meet every requirement? We’d still love to hear from you. If you don’t tick every box but believe you have the skills and potential to succeed in the role, we encourage you to apply.

Your Rewards and Savings

• Competitive salary (and bonuses for certain roles)
• 5% employer contribution to company pension through Royal London
• 33 days holiday (25 days annual leave plus 8 bank holidays FTE)
• Opportunity to buy or sell annual leave (up to 5 days FTE)
• Free onsite parking
• Discounts on big brands and gym memberships

Your Health and Wellbeing

• Employer-paid cash health plan
• Paid sick pay
• Employee Assistance Programme (EAP)
• Online GP 24/7 via Telephone or Email
• Free eye tests and prescription glasses (for VDU use)
• Cycle to Work scheme
• Free onsite tea, coffee, chilled filtered water, biscuits and fresh fruit

Your Friends and Family

• 2x Salary life assurance cover
• Enhanced maternity and paternity leave
• Staff Social Events
• Refer-a-Friend scheme

Your Career and Professional Development

• Regular training and development
• We are dedicated to promoting from within, wherever possible
• Long service awards
• Opportunity to work as part of a great team, dedicated to customer service excellence

Interested in this role?

To register your interest, please complete the fields below and attach your CV and cover letter.

Please note that you must have the right to work in the region that this job is listed in.