EU Support Analyst

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 or mobile app and automatically generated reports.

In addition to the resolution of faults they are also responsible for making any system changes that customers may require and processing engineer appointments that may relate to but are not limited to new installs and service calls.

We are leveraging translation software that will allow nonnative speakers to support customers through Salesforce email-to-case and live chat with the emphasis still on the highest levels of customer support.

This role is office based in Newtown, Wales.

8:30am – 5:00pm, 37.5 hours per week.

Skills & Competencies

Below are the key skills and competencies that are required for this position:

• Attention to detail.
• Logical processing skills
• The ability to multitask
• The ability to manage high case volumes and your workload.
• Ability to work independently and as part of a wider team.

Key responsibilities

• Deliver professional, customer-focused support to optimise the use of Quartix services.
• Handle incoming queries via phone, email, and live chat.
• Prioritise phone communication to resolve cases swiftly and satisfactorily.
• Log all customer interactions (calls, emails, posts) in Service Cloud case feed.
• Monitor and respond promptly to live chat messages.
• Analyse unit data using internal support tools to assess field performance.
• Resend unit data and adjust configurations as needed.
• Schedule engineer service calls, including vehicle details and special instructions.
• Process and document system changes requested by customers or internal teams.
• Complete engineer appointments using the appointment app.
• Provide customer training on the FT application; escalate detailed training to Account Management.
• Use translation software to read and respond to communications in French, Spanish, Italian, German, and Polish.

General responsibilities

• Maintain and develop relationships with customers, installers and other departments.
• Develop ideas and put forward to the EU Support Team Leader and Support Manager for improved database and system processes.
• To monitor and report any repeated support issues to the EU Support Team Leader and Support Manager.
• Any additional tasks as deemed necessary by the Company directors or Management team.
• To keep the number of open support issues as low as possible and within set targets.
• To keep the age of cases as low as possible and within targets set.
• 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.

About you

• Clear and concise written and spoken communication skills
• Ability to present written information in a structured and balanced way appropriate to the needs of the reader
• Attention to detail
• Excellent customer service skills, around 50% of our business comes from repeat orders from existing customers
• Exceptional telephone manner.
• Logical thinking with the ability to systematically work through a problem
• Ability to manage a high case load and to give all cases the priority that they require
• Minimum of 2 years’ experience in a support or customer service role supporting customers via phone, e-mail and Live Chat
• Good IT skills, which must include use of Excel, Outlook and other Microsoft packages
• Knowledge of various Internet Web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari would be advantageous
• Knowledge and understanding of Salesforce and Service Cloud would be beneficial
• Auto electrical knowledge would be advantageous but is not a prerequisite
• Ability to work under pressure and to a reporting timetable
• Excellent time keeping
• Be a good team worker demonstrating loyalty and commitment to the organization and team members
• Empathy – be able to put yourselves in the customers shoes to get a true understand of the customers issues

Are you interested in this role with Quartix?

To apply for this role, please complete the fields below and attach a CV and cover letter.