EU Support Analyst

About the Role

We’re looking for a customer-focused and technically minded EU Support Analyst to join our Support team at either our Cambridge or Newtown Office. This is a full-time, office-based role providing professional and responsive support to Quartix customers across Europe, helping them get the most from our vehicle tracking and telematics services.

You’ll handle customer queries across phone, email and live chat, investigate technical issues, process system changes and coordinate engineer appointments. You’ll use internal support tools and Salesforce Service Cloud to diagnose issues, manage cases and ensure customers receive timely and effective support.

You’ll also work closely with customers, installers and colleagues across the business, using your language skills and translation software to support communications across our European markets. The role is well suited to someone who enjoys problem solving, working at pace and delivering an excellent customer experience.

Key Responsibilities

• Deliver professional, customer-focused support to optimise customers’ use of Quartix products and services.
• Handle incoming customer queries via phone, email and live chat, prioritising telephone communication where appropriate to resolve issues quickly and effectively.
• Log and maintain accurate records of all customer interactions and activity within Salesforce Service Cloud.
• Monitor and respond promptly to live chat messages and manage a high volume of support cases effectively.
• Analyse tracking unit data using internal support tools to investigate issues and assess field performance.
• Resend unit data and make system configuration changes as required.
• Process and document system changes requested by customers and internal teams.
• Schedule engineer service calls, ensuring vehicle details and any relevant special instructions are accurately recorded.
• Complete engineer appointments using the appointment app and ensure cases are kept up to date.
• Provide customer training on the FT application, escalating more detailed training requirements to Account Management where appropriate.
• Use your language skills and translation software to read and respond to customer communications in French, Spanish, Italian or German.
• Build and maintain positive relationships with customers, installers and colleagues across the business.
• Monitor recurring support issues and highlight opportunities to improve systems, processes and the customer experience.
• Manage open cases effectively, keeping case volumes and case age within agreed targets.
• Suggest improvements to database and support processes to the EU Support Team Leader and Support Manager.

What we’re looking for

• Fluent in at least one of French, Spanish, Italian or German, with the ability to communicate confidently with customers in the relevant language.
• Previous experience in a customer service or support role, ideally supporting customers by telephone, email and live chat, would be advantageous.
• Excellent customer service skills with a strong focus on understanding and resolving customer needs.
• Clear and concise written and verbal communication skills, with an exceptional telephone manner.
• Strong attention to detail and the ability to present information clearly and accurately.
• Logical thinking and a systematic approach to investigating and resolving problems.
• Ability to manage a high volume of cases, prioritising workload effectively while maintaining a high standard of service.
• Good IT skills, including Microsoft Excel, Outlook and other Microsoft Office applications.
• Experience using Salesforce or Service Cloud would be advantageous.
• Knowledge of internet browsers and web-based applications would be beneficial.
• Auto-electrical knowledge would be advantageous but is not essential.
• Ability to work independently while contributing effectively as part of a wider team.

Personal Attributes

• Customer-focused, empathetic and committed to understanding issues from the customer’s perspective.
• Calm and professional when working under pressure.
• Highly organised with excellent time management and punctuality.
• Logical, methodical and detail-oriented.
• Reliable and committed to achieving team and business objectives.
• Collaborative, supportive and loyal, with a positive approach to teamwork.
• Proactive and willing to identify opportunities for improving processes and customer support.
• Flexible and adaptable, with the ability to manage changing priorities and high case volumes.
• Committed to upholding Quartix’s Values and complying with company policies and procedures.

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.