UK 1st Line Support Analyst

This role is to provide the highest standard of technical and customer support to UK customers.

As the first point of contact, a Quartix Support Analyst delivers expert, customer-focused assistance through case management, live chat, and telephone channels.

The role is responsible for triaging, investigating, and resolving product-related queries efficiently, while escalating complex issues appropriately to 2nd Line Support.

By ensuring timely responses and maintaining high service standards, the position contributes to customer satisfaction and the overall reputation of the organization.

We are leveraging translation software that will allow non-native 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

• Act as the first point of contact for new and existing UK customers.
• Provide professional, customer-focused support to maximise service value and satisfaction.
• Deliver technical support via Salesforce case management, live chat, phone calls, and email.
• Log all customer interactions (posts, calls, emails) in Salesforce cases.
• Investigate, diagnose, and resolve queries across all Quartix products and features.
• Manage a high volume of daily cases, ensuring timely updates and resolutions.
• Maintain accurate case records in Salesforce, tracking progress and closure.
• Analyse unit data using Quartix support tools.
• Process system changes requested by customers using Fleet Tracking and internal databases.
• Deliver customer training and overviews on Fleet Tracking features via phone or email.
• Handle installer appointments using the appointment completion app.
• Process customer self-installations and replacements.
• Test new Fleet Tracking releases, document findings, and provide feedback to development for product improvement.

General responsibilities

• Maintain and develop relationships with customers, installers and internal departments.
• Propose and present ideas to your Team Leader for improving database and system processes
• Monitor recurring support issues and patterns, reporting them to your Senior and/or Team Leader
• 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.
• Provide support to other countries where Quartix operate within the EU and US where required.
• Arrange engineer service calls to investigate tracker device issues which cannot be diagnosed or resolved remotely.
• Provide training for new members of staff when requested by your Senior or team leader
• Undertake any additional tasks or responsibilities as assigned by company directors or management team

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.