{"id":127375,"date":"2026-01-07T15:40:09","date_gmt":"2026-01-07T14:40:09","guid":{"rendered":"https:\/\/www.quartix.com\/?post_type=vacancy&p=127375"},"modified":"2026-01-07T15:44:38","modified_gmt":"2026-01-07T14:44:38","slug":"uk-1st-line-customer-support","status":"publish","type":"vacancy","link":"https:\/\/www.quartix.com\/en-gb\/company\/jobs\/uk-1st-line-customer-support\/","title":{"rendered":"UK 1st Line Customer Support"},"content":{"rendered":"\n

Newtown-based, 5 days per week<\/strong><\/p>\n\n\n\n

Quartix is a UK-founded telematics and vehicle tracking company providing GPS-based systems for businesses to monitor fleet vehicles, improve efficiency, and ensure safety. <\/p>\n\n\n\n

The platform offers features like real-time tracking, driver behaviour analysis, geofencing, and detailed reports, all accessible via the web and a mobile app, with options for both hard-wired and self-installed devices. <\/p>\n\n\n\n

Quartix serves various industries, including construction and utilities, with a focus on cutting costs and optimizing operations for commercial fleets in the UK, US, and Europe.<\/p>\n\n\n\n

Founded in 2001 by four industry professionals we now have more than 32,000 fleet customers globally across 8 countries who track over 323,000 vehicles<\/strong><\/p>\n\n\n\n

Quartix has been operatingin the UK for over 24 years and now has over 11500 customers who track more than 165,000 vehicles. <\/strong><\/p>\n\n\n\n

The Role<\/h2>\n\n\n\n

This role is to provide the highest standard of technical and customer support to UK customers.<\/p>\n\n\n\n

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

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

By ensuring timely responses and maintaining high service standards, the position contributes to customer satisfaction and the overall reputation of the organisation.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

Skills & Competencies<\/h2>\n\n\n\n

Below are the key skills and competencies that are required for this position:<\/p>\n\n\n\n

    \n
  • Attention to detail<\/li>\n\n\n\n
  • Logical processing skills<\/li>\n\n\n\n
  • The ability to multitask<\/li>\n\n\n\n
  • The ability to manage high case volumes and your workload<\/li>\n\n\n\n
  • Ability to work independently and as part of a wider team<\/li>\n<\/ul>\n\n\n\n

    Key responsibilities<\/h2>\n\n\n\n
      \n
    • Act as the first point of contact for new and existing UK customers<\/li>\n\n\n\n
    • Provide professional, customer-focused support to maximise service value and satisfaction<\/li>\n\n\n\n
    • Deliver technical support via Salesforce case management, live chat, phone calls, and email<\/li>\n\n\n\n
    • Log all customer interactions (posts, calls, emails) in Salesforce cases<\/li>\n\n\n\n
    • Investigate, diagnose, and resolve queries across all Quartix products and features<\/li>\n\n\n\n
    • Manage a high volume of daily cases, ensuring timely updates and resolutions<\/li>\n\n\n\n
    • Maintain accurate case records in Salesforce, tracking progress and closure<\/li>\n\n\n\n
    • Analyse unit data using Quartix support tools<\/li>\n\n\n\n
    • Process system changes requested by customers using Fleet Tracking and internal databases<\/li>\n\n\n\n
    • Deliver customer training and overviews on Fleet Tracking features via phone or email<\/li>\n\n\n\n
    • Handle installer appointments using the appointment completion app<\/li>\n\n\n\n
    • Process customer self-installations and replacements<\/li>\n\n\n\n
    • Test new Fleet Tracking releases, document findings, and provide feedback to development for product improvement<\/li>\n<\/ul>\n\n\n\n

      General responsibilities<\/h2>\n\n\n\n
        \n
      • Maintain and develop relationships with customers, installers and internal departments<\/li>\n\n\n\n
      • Propose and present ideas to your Team Leader for improving database and system processes<\/li>\n\n\n\n
      • Monitor recurring support issues and patterns, reporting them to your Senior and\/or Team Leader<\/li>\n\n\n\n
      • To keep the number of open support issues as low as possible and within set targets<\/li>\n\n\n\n
      • To keep the age of cases as low as possible and within targets set<\/li>\n\n\n\n
      • 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<\/li>\n\n\n\n
      • To uphold the values of the company and comply with all company policies<\/li>\n\n\n\n
      • Provide support to other countries where Quartix operate within the EU and US where required<\/li>\n\n\n\n
      • Arrange engineer service calls to investigate tracker device issues which cannot be diagnosed or resolved remotely<\/li>\n\n\n\n
      • Provide training for new members of staff when requested by your Senior or team leader<\/li>\n\n\n\n
      • Undertake any additional tasks or responsibilities as assigned by company directors or management team<\/li>\n<\/ul>\n\n\n\n

        About You<\/h2>\n\n\n\n
          \n
        • Clear and concise written and spoken communication skills<\/li>\n\n\n\n
        • Ability to present written information in a structured and balanced way appropriate to the needs of the reader<\/li>\n\n\n\n
        • Attention to detail<\/li>\n\n\n\n
        • Excellent customer service skills, around 50% of our business comes from repeat orders from existing customers<\/li>\n\n\n\n
        • Exceptional telephone manner<\/li>\n\n\n\n
        • Logical thinking with the ability to systematically work through a problem<\/li>\n\n\n\n
        • Ability to manage a high case load and to give all cases the priority that they require<\/li>\n\n\n\n
        • Minimum of 2 years\u2019 experience in a support or customer service role supporting customers via phone, e-mail and Live Chat<\/li>\n\n\n\n
        • Good IT skills, which must include use of Excel, Outlook and other Microsoft packages<\/li>\n\n\n\n
        • Knowledge of various Internet Web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari would be advantageous<\/li>\n\n\n\n
        • Knowledge and understanding of Salesforce and Service Cloud would be beneficial<\/li>\n\n\n\n
        • Auto electrical knowledge would be advantageous but is not a prerequisite<\/li>\n\n\n\n
        • Ability to work under pressure and to a reporting timetable<\/li>\n\n\n\n
        • Excellent time keeping<\/li>\n\n\n\n
        • Be a good team worker demonstrating loyalty and commitment to the organization and team members<\/li>\n\n\n\n
        • Empathy \u2013 be able to put yourselves in the customers shoes to get a true understand of the customers issues<\/li>\n<\/ul>\n\n\n\n

          Are you interested in this role with Quartix?<\/h2>\n\n\n\n

          To apply for this role, please complete the fields below and attach a CV and cover letter.<\/p>\n\n\n\n

          Please note that you must have the right to work in the region that this job is listed in.<\/p>\n\n\n

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