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Technical Support Advisor

Location: Coleshill, Birmingham B46

Salary: Competitive

Benefits: 25 days holiday, Pension, Life Assurance

As part of the Company Life Assurance, our employees are entitled to participate in an Employee Assistance Programme (EAP). This is a virtual benefit service which connects our Employees to third party specialists who can help to manage their health and wellbeing and that of their family. In addition to the EAP the service includes:

  • Remote access to a UK based GP
  • 2nd Opinion consultations
  • Mental health assessments and physiotherapy.

Trakm8 is a UK based technology leader in fleet management, insurance telematics, connected car, and optimisation. Through IP owned technology, the Group uses AI data analytics collected from its installed base of telematics units to fine tune the algorithms that are used to produce its’ solutions; these monitor driver behaviour, identify crash events, and monitor vehicle health to provide actionable insights to continuously improve the security and operational efficiency of both company fleets and private drivers.

The Group’s product portfolio includes the latest data analytics and reporting portal (Trakm8 Insight), integrated telematics/cameras/optimisation, self-installed telematics units and one of the widest ranges of installed telematics devices. Trakm8 has over 255,000 connections.
Headquartered in Coleshill near Birmingham alongside its manufacturing facility, the Group supplies to the Fleet, Optimisation, Insurance and Automotive sectors to many well-known customers in the UK and internationally.

Trakm8 has been listed on the AIM market of the London Stock Exchange since 2005. Trakm8 is also recognised with the LSE Green Economy Mark.

We now have an exciting opportunity for two experienced Technical Support Advisors to join our Established Customer Support team here at the Head office in Coleshill.


Main Responsibilities of the role:

  • Handle and resolve all inbound and outbound technical issues from installers and customers usually via the telephone or email.
  • Log all incidents on the ticketing system and follow through to successful completion.
  • Comply with customer service level agreements.
  • Liaise with other internal departments such a sales support, engineering and manufacturing to resolve any customer related problems.

Requirements:

  • Previous experience of working in a technical support at either 1st or 2nd line level within a call centre environment
  • Experience of solving technical problems related to software and hardware products
  • Excellent customer service skills – both written and verbal
  • Capable of working under pressure and prioritising workload
  • Good attention to detail – making sure all issues are logged on company CRM and followed through
  • Competent user of Microsoft Office
  • Willing to undertake shift or on call work if required

This role requires screening in the below areas:

  • 2 years of satisfactory Employment/Education References
  • Pre-Employment  Credit Check

Please send your letter of application with your CV to: recruitment@trakm8.com or by post to: Trakm8 Limited, 4 Roman Park, Roman Way, Coleshill, Birmingham, West Midlands, B46 1HG

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