{"id":76108,"date":"2022-06-29T11:45:40","date_gmt":"2022-06-29T10:45:40","guid":{"rendered":"https:\/\/www.quartix.com\/?post_type=vacancy&#038;p=76108"},"modified":"2026-09-16T12:36:12","modified_gmt":"2026-09-16T11:36:12","slug":"customer-services-agent","status":"publish","type":"vacancy","link":"https:\/\/www.quartix.com\/en-gb\/company\/jobs\/customer-services-agent\/","title":{"rendered":"USA Customer Support Agent &#8211; Part time"},"content":{"rendered":"\n<h2 id=\"h-job-purpose\" class=\"wp-block-heading\">JOB PURPOSE<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We&#8217;re looking for a proactive and customer-focused US Customer Support Agent to join our Customer Support team at Quartix.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As the first point of contact for our US customers, you&#8217;ll provide high-quality customer and technical support across telephone, email, live chat and Salesforce. You&#8217;ll manage support cases from initial query through to resolution, while building strong customer relationships and ensuring a professional and positive customer experience. You&#8217;ll also support account and system changes, coordinate installations and service appointments, provide Fleet Tracking guidance and training, and work with internal teams to identify opportunities for continuous improvement.<\/p>\n\n\n\n<h2 id=\"h-responsibilities\" class=\"wp-block-heading\">RESPONSIBILITIES<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Act as the first point of contact for new and existing US customers, providing professional, friendly and customer-focused support.<\/li>\n\n\n\n<li>Provide technical and account support across Salesforce case management, live chat, telephone and email.<\/li>\n\n\n\n<li>Investigate, diagnose and resolve customer queries relating to Quartix products, features and services.<\/li>\n\n\n\n<li>Manage a high volume of support cases, ensuring queries are prioritised appropriately and handled within agreed service levels and targets.<\/li>\n\n\n\n<li>Maintain accurate and detailed records of customer interactions, actions and resolutions within Salesforce.<\/li>\n\n\n\n<li>Monitor case ageing and outstanding actions, ensuring customers receive timely updates and appropriate follow-up.<\/li>\n\n\n\n<li>Analyse unit data using Quartix support tools and internal systems to help diagnose and resolve technical issues.<\/li>\n\n\n\n<li>Process customer-requested system changes using Fleet Tracking and internal databases.<\/li>\n\n\n\n<li>Provide customers with training and guidance on Fleet Tracking features and functionality.<\/li>\n\n\n\n<li>Coordinate installer appointments, engineer service calls and engineer installations where required.<\/li>\n\n\n\n<li>Process customer self-installations, replacements, unit moves, removals, sales orders, shipment requests and associated documentation.<\/li>\n\n\n\n<li>Monitor and prioritise shared inboxes, ensuring customer queries are responded to promptly and professionally.<\/li>\n\n\n\n<li>Build and maintain strong customer relationships, proactively identifying and addressing potential concerns or service issues.<\/li>\n\n\n\n<li>Follow up on outstanding orders, documentation and customer actions to support efficient service delivery.<\/li>\n\n\n\n<li>Support testing of new Fleet Tracking releases, documenting findings and providing feedback to development teams.<\/li>\n\n\n\n<li>Monitor recurring support issues and trends, escalating findings where appropriate.<\/li>\n\n\n\n<li>Identify opportunities to improve database functionality, systems and processes, sharing ideas with the Support Manager.<\/li>\n\n\n\n<li>Support other Quartix regions, including the UK and EU, when required.<\/li>\n\n\n\n<li>Provide training and support to new team members when requested.<\/li>\n\n\n\n<li>Undertake additional administrative and ad hoc duties as required by the business.<\/li>\n\n\n\n<li>Uphold Quartix&#8217;s Values and comply with company policies, procedures and health and safety requirements.<\/li>\n<\/ul>\n\n\n\n<h2 id=\"h-what-we-re-looking-for\" class=\"wp-block-heading\">What we&#8217;re looking for: <\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Previous experience in a customer service, customer support, technical support or account management role.<\/li>\n\n\n\n<li>Strong customer service skills, with a genuine focus on providing a positive customer experience.<\/li>\n\n\n\n<li>Excellent written and verbal communication skills across telephone, email and live chat.<\/li>\n\n\n\n<li>Strong attention to detail, particularly when managing customer information, support cases and system changes.<\/li>\n\n\n\n<li>Logical and structured approach to investigating problems and identifying solutions.<\/li>\n\n\n\n<li>Ability to manage a high volume of support cases and effectively prioritise competing demands.<\/li>\n\n\n\n<li>Strong organisational skills, with the ability to manage your own workload and meet deadlines.<\/li>\n\n\n\n<li>Confident using computer systems and databases, with the ability to learn multiple internal systems.<\/li>\n\n\n\n<li>Experience using CRM or case management systems such as Salesforce would be advantageous.<\/li>\n\n\n\n<li>A proactive, solutions-focused approach to customer service and problem solving.<\/li>\n\n\n\n<li>Ability to work independently while contributing positively to a wider team.<\/li>\n\n\n\n<li>Willingness to develop a strong understanding of Quartix&#8217;s Fleet Tracking products and technical systems.<\/li>\n\n\n\n<li>Experience in a technology, software, telecommunications or vehicle-related environment would be advantageous but is not essential.<\/li>\n<\/ul>\n\n\n\n<h2 id=\"h-about-you\" class=\"wp-block-heading\">ABOUT YOU<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer-focused, professional and approachable.<\/li>\n\n\n\n<li>Patient and confident when dealing with customers and challenging queries.<\/li>\n\n\n\n<li>Naturally curious with a logical approach to problem solving.<\/li>\n\n\n\n<li>Highly organised, with excellent attention to detail.<\/li>\n\n\n\n<li>Calm and resilient when managing high volumes of work.<\/li>\n\n\n\n<li>Proactive, practical and solutions-focused.<\/li>\n\n\n\n<li>A strong team player who is also comfortable working independently.<\/li>\n\n\n\n<li>Keen to learn and develop knowledge of Quartix&#8217;s products and systems.<\/li>\n\n\n\n<li>Committed to continuous improvement and delivering a high-quality customer experience.<\/li>\n\n\n\n<li>A strong advocate for Quartix&#8217;s Values.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Don&#8217;t meet every requirement? We&#8217;d still love to hear from you. If you don&#8217;t tick every box but believe you have the skills and potential to succeed in the role, we encourage you to apply.<\/p>\n\n\n\n<h2 id=\"h-what-is-in-it-for-you\" class=\"wp-block-heading\"><strong>What is in it for you?<\/strong><\/h2>\n\n\n\n<h3 id=\"h-your-rewards-and-savings\" class=\"wp-block-heading\"><strong>Your Rewards and Savings<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Competitive salary (and bonuses for certain roles)<\/li>\n\n\n\n<li>5% employer contribution to company pension through Royal London<\/li>\n\n\n\n<li>33 days holiday (25 days annual leave plus 8 bank holidays FTE)<\/li>\n\n\n\n<li>Opportunity to buy or sell annual leave (up to 5 days FTE)<\/li>\n\n\n\n<li>Free onsite parking<\/li>\n\n\n\n<li>Discounts on big brands and gym memberships<\/li>\n<\/ul>\n\n\n\n<h3 id=\"h-your-health-and-wellbeing\" class=\"wp-block-heading\"><strong>Your Health and Wellbeing<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Employer-paid cash health plan<\/li>\n\n\n\n<li>Paid sick pay<\/li>\n\n\n\n<li>Employee Assistance Programme (EAP)<\/li>\n\n\n\n<li>Online GP 24\/7 via Telephone or Email<\/li>\n\n\n\n<li>Free eye tests and prescription glasses (for VDU use)<\/li>\n\n\n\n<li>Cycle to Work scheme<\/li>\n\n\n\n<li>Free onsite tea, coffee, chilled filtered water, biscuits and fresh fruit<\/li>\n<\/ul>\n\n\n\n<h3 id=\"h-your-friends-and-family\" class=\"wp-block-heading\"><strong>Your Friends and Family<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>2x Salary life assurance cover<\/li>\n\n\n\n<li>Enhanced maternity and paternity leave<\/li>\n\n\n\n<li>Staff Social Events<\/li>\n\n\n\n<li>Refer-a-Friend scheme<\/li>\n<\/ul>\n\n\n\n<h3 id=\"h-your-career-and-professional-development\" class=\"wp-block-heading\"><strong>Your Career and Professional Development<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Regular training and development<\/li>\n\n\n\n<li>We are dedicated to promoting from within, wherever possible<\/li>\n\n\n\n<li>Long service awards<\/li>\n\n\n\n<li>Opportunity to work as part of a great team, dedicated to customer service excellence<\/li>\n<\/ul>\n\n\n\n<h2 id=\"h-are-you-interested-in-this-role-with-quartix\" class=\"wp-block-heading\">Are you interested in this role with Quartix?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To apply for this role, please complete the fields below and attach a CV or cover letter as appropriate.<\/p>\n\n\n\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f70861-o1\" lang=\"en-GB\" dir=\"ltr\" data-wpcf7-id=\"70861\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en-gb\/wp-json\/wp\/v2\/vacancy\/76108#wpcf7-f70861-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" enctype=\"multipart\/form-data\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" 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You&#8217;ll manage support cases from initial query through to resolution, while building strong customer relationships and ensuring a professional and positive customer experience.<br \/>\nYou&#8217;ll also support account and system changes, coordinate installations and service appointments, provide Fleet Tracking guidance and training, and work with internal teams to identify opportunities for continuous improvement.<\/p>\n","protected":false},"featured_media":0,"template":"","class_list":["post-76108","vacancy","type-vacancy","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>USA Customer Support Agent - Part time - UK<\/title>\n<meta name=\"description\" content=\"We&#039;re looking for a proactive and customer-focused US Customer Support Agent to join our Customer Support team at Quartix.\" \/>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"USA Customer Support Agent - Part time\" \/>\n<meta property=\"og:description\" content=\"We&#039;re looking for a proactive and customer-focused US Customer Support Agent to join our Customer Support team at Quartix.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.quartix.com\/en-gb\/company\/jobs\/customer-services-agent\/\" \/>\n<meta property=\"og:site_name\" content=\"Quartix\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/Quartix-USA-374426386097401\/\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-16T11:36:12+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@QuartixUSA\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"USA Customer Support Agent - Part time - UK","description":"We're looking for a proactive and customer-focused US Customer Support Agent to join our Customer Support team at Quartix.","robots":{"index":"noindex","follow":"nofollow"},"og_locale":"en_GB","og_type":"article","og_title":"USA Customer Support Agent - Part time","og_description":"We're looking for a proactive and customer-focused US Customer Support Agent to join our Customer Support team at Quartix.","og_url":"https:\/\/www.quartix.com\/en-gb\/company\/jobs\/customer-services-agent\/","og_site_name":"Quartix","article_publisher":"https:\/\/www.facebook.com\/Quartix-USA-374426386097401\/","article_modified_time":"2026-09-16T11:36:12+00:00","twitter_card":"summary_large_image","twitter_site":"@QuartixUSA","twitter_misc":{"Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.quartix.com\/en-gb\/company\/jobs\/customer-services-agent\/","url":"https:\/\/www.quartix.com\/en-gb\/company\/jobs\/customer-services-agent\/","name":"USA Customer Support Agent - Part time","isPartOf":{"@id":"https:\/\/www.quartix.com\/en-gb\/#website"},"datePublished":"2022-06-29T10:45:40+00:00","dateModified":"2026-09-16T11:36:12+00:00","description":"We're looking for a proactive and customer-focused US Customer Support Agent to join our Customer Support team at Quartix.","breadcrumb":{"@id":"https:\/\/www.quartix.com\/en-gb\/company\/jobs\/customer-services-agent\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.quartix.com\/en-gb\/company\/jobs\/customer-services-agent\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.quartix.com\/en-gb\/company\/jobs\/customer-services-agent\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.quartix.com\/en-gb\/"},{"@type":"ListItem","position":2,"name":"USA Customer Support Agent &#8211; 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