Technical Support Specialist - 3-Shift Cycle

CameraMatics LLC.; Greater London; Hybrid; GBP 30,000 - 50,000

Job description

Overview
We are a fast-growing start-up with an award-winning SaaS solution for fleet and driver risk management. CameraMatics is a disruptive technology in an exciting phase of growth as we continue to expand our business operations and reach new markets across the world.

We provide a service based on camera technology, vision systems, AI, Machine Learning and Telematics, that helps fleet operators to drive new safety standards across their fleet and drivers, reduce accidents, improve operational efficiencies, and manage compliance, whilst giving them complete visibility and peace of mind for today’s challenges in fleet operations.

At CameraMatics you will find an exciting opportunity to work for a young dynamic tech company with team members across the world. Our culture fosters open and collaborative environments where our team and individual accomplishments are celebrated and encouraged. We work together as a friendly and supportive team who are willing to assist each other and share best practices to achieve team success.

Job Description

As a Technical Support Specialist at CameraMatics, you will be the first point of contact for our customers, guiding them through technical challenges and ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers' experience with our products.

Location

Hybrid working with offices in the following locations, applications based at all locations will be accepted.

UK: East London/Durham

Ireland: Dublin/Waterford

Core Responsibilities:

1. Customer Focus: Provide first-line technical support to customers via phone, email, and other communication channels.
2. Problem-Solving: Diagnose and troubleshoot technical issues reported by customers, related to our products or services.
3. Documentation: Document customer issues and resolutions accurately and thoroughly in our ticketing system.
4. Collaboration: Collaborate with cross-functional teams, including engineering and product development, to resolve complex technical issues.
5. Escalation Management: Escalate unresolved issues to appropriate teams and follow up with customers to ensure resolution.
6. Proactive Improvement: Proactively identify trends and patterns in customer issues and provide feedback to improve product quality and customer experience.
7. Knowledge Sharing: Assist in creating and updating technical documentation, knowledge base articles, and training materials for customers and internal teams.
8. On-Call Support: Participate in an on-call rotation to provide after-hours support when necessary.
9. Shift Work: This role includes a variety of shifts to provide support to our global customer base, shifts include:

• Afternoons: 2:00 PM - 11:00 PM
• Nights: 5:00 PM - 2:00 AM
• Days: 10:00 AM - 7:00 PM (as needed)

Flexibility to work various shifts is essential.

Requirements:

1. Technical Aptitude: A strong understanding of computer systems, networking, and troubleshooting methodologies. (Desirable but not essential: a bachelor's degree in Computer Science, Information Technology, or related field)
2. Experience: 2+ years of experience in a technical support role, preferably in a software or technology company is preferred but not required.
3. Tools and Technologies: Proficiency in using diagnostic tools and remote support technologies.
4. Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
5. Customer-Centric Approach: Exceptional customer service skills and a strong commitment to customer satisfaction.
6. Adaptability: Ability to work independently and collaboratively in a fast-paced environment.
7. Organization: Detail-oriented with strong organizational and time management skills.

Compensation & Benefits Package:

• Competitive salary package
• 21 days paid holiday base
• Health Insurance
• Pension Scheme
• Hybrid working option
• Career Progression
• Further educational assistance

Please note that we can only consider candidates who have the legal right to work in Ireland or the UK and hold a current valid visa, if required. Unfortunately, we are unable to provide visa sponsorship or relocation assistance for this role.

Join Us:

If you are passionate about technology, enjoy solving technical problems, and providing exceptional customer service, we'd love to hear from you. Apply today and become a key contributor to our mission of delivering exceptional technical support and ensuring the safety and efficiency of fleets worldwide.

Please click “apply now” to submit your CV for immediate review!

At CameraMatics we respect your privacy. Your CV is sent to us in complete confidence and will never be forwarded to a third party without your consent.

CameraMatics is firmly committed to Equal Employment Opportunity and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.