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Careers

About the Company: Established in 1985, Ctrack Ltd is one of the world’s largest telematics (vehicle tracking) service providers. With operations in 53 countries across the globe and close to 1,000,000 devices installed, Ctrack has a proven record of technology innovation making us a true market leader.

Over 3,000 customers here in the UK use our telematics systems every day to help reduce costs, increase productivity, improve vehicle security, manage legislative compliance, enhance customer services and reduce their carbon footprint.

Current Vacancies at Ctrack

Customer Care Advisor

The helpdesk team provides support to users of Ctrack vehicle tracking and fleet management products. The products consist of software packages and in-vehicle telemetry hardware.

Within this role you will provide market-leading Customer Service and work alongside a field-based team to ensure the smooth delivery and ongoing support of our products to end users. Previous customer service experience is essential, as is first line support of a technical product. Knowledge or experience within the Tracking or Telematics industry is an advantage. The candidate must be PC literate and proficient in the use of MS Office. This role is office based at our various regional locations and involves constant communication with customers and colleagues, so you will be need to be able to communicate well electronically, by phone and face to face.

Purpose

To provide support to our important regional customers and ensure SLAs are achieved and the customer receives an excellent level of service.

Main job roles and responsibilities

• Respond to requests for technical assistance via telephone and email

• Log all customer contracts in the Ctrack CRM

• Providing Ctrack users with first line software support and help as required

• Create engineer service tasks

• Keep users updated with progress on their fault tickets

• Follow standard help desk procedures

• Escalate problems to second line as appropriate

Competencies, skills, knowledge and ability

• Oral and written communication skills

• Customer service focus

• Attention to detail

• Manage and prioritise workload

• Adaptability

• Problem analysis and problem-solving

• Planning and organising

• Previous customer service experience is essential as is first line support of a technical product

• Experience dealing with escalated or corporate accounts would be preferred

• Knowledge or experience within the tracking or telematics industry would be an advantage

• Successful candidate will be PC literate and proficient in the use of MS Office

• Experience of PC desktop support would be an advantage

• Experience of remote software support tools (e.g. Webex, PC Anywhere, Logmein etc) would be preferable but not necessary

Qualifications

• Minimum of 5 GCSEs

If you would like further information, please email This email address is being protected from spambots. You need JavaScript enabled to view it."> This email address is being protected from spambots. You need JavaScript enabled to view it..

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