First-point-of-contact for customers seeking telematics support via phone, email and portal. Log and resolve support queries, retrieve CCTV footage, set up tracking hardware/software, schedule engineer visits, and provide technical assistance and excellent customer service.
About us:
At Motia, we’re at the forefront of fleet solutions, providing innovative services that power businesses across the UK. We’re committed to creating an environment where everyone can thrive. Our culture fosters collaboration, innovation, and growth, ensuring you can build a career, not just a job. With over 300 employees across five offices, we support over 55,000 customers nationwide.
About the role
Reporting to the Telematics Support Manager, the Telematics Support Advisor will be part of a team acting as the first point of contact for Customers who require support. You will provide an exceptional standard of customer service when answering calls and responding to emails or tickets. Technical Support Advisors are expected to work independently and use their own initiative whilst still working effectively as part of their team.
Duties & Responsibilities
- Provide a high level of customer service as the first point of contact for customers via telephone, email and our customer portal
- Log calls accurately, with a high level of detail on our CRM system.
- Proactively deal with Customers queries.
- Carry out support query resolutions.
- Assist in retrieving CCTV footage for customers via the Motia Portal.
- Provide information to customers on request.
- Schedule engineer visits, organising relevant equipment and provide technical support to engineers when required
- Set up of tracking equipment, both software and hardware.
- Knowledge of electrical wiring and interest in electrical engineering desirable but not essential.
- Maintain a positive attitude and a high level of customer service.
Requirements
- Experience working in a customer facing role be preferred but not essential.
- Experience of working within a tech support role would be preferred but not essential.
- Experience in software support is beneficial.
- Working knowledge of Microsoft Office necessary.
- Patient and polite with excellent customer service skills.
- Professional and confident communicator.
- Fast learner who can adapt to new systems quickly.
- Strong problem-solving skills.
- Ability to work well individually and as part of a team.
- Accuracy and attention to detail.
Benefits
- Free parking available
- Basic salary - £26,875
- Annual Bonus - up to £2000 per annum
- 25 days annual leave plus bank holidays.
- An additional day annual leave for your birthday (after 1 year service)
- Holiday purchase scheme up to 5 days (after 2 years service)
- Sociable working hours, no weekends or evenings
- Fun, supportive working environment
- Pension
- 4 x salary life assurance
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