About Us
At Connected Management Services (CMS), we develop innovative fleet management solutions, utilising both software and hardware, designed to enabling customers to reduce costs, improve safety, stay compliant and reduce their environmental impact.
We’re committed to delivering exceptional customer service alongside the high-quality technology we provide and are looking for a proactive, technically minded and customer-focused Technical Support Analyst to join us on our journey.
The Role
As a Technical Support Analyst, you’ll be responsible for providing first-line technical support to our customers, helping them get the most from our fleet management and telematics solutions.
You’ll investigate and troubleshoot technical issues, provide clear guidance to customers, and work closely with our wider Technical and Engineering teams to identify and resolve more complex problems.
This is a varied role where no two days are the same. You’ll have the opportunity to develop your technical knowledge across our products and systems while building strong relationships with our customers.
If you enjoy solving problems, have a technical mindset and take pride in providing great customer service, we’d love to hear from you.
Key Responsibilities
- Respond promptly and professionally to customer queries via phone and email.
- Diagnose, troubleshoot and resolve technical issues relating to CMS products and services.
- Investigate issues thoroughly to identify the underlying cause and appropriate solution.
- Guide customers through technical processes and step-by-step solutions.
- Log, prioritise and manage support cases through to resolution.
- Escalate complex technical issues to the appropriate internal teams when required.
- Work closely with the Technical and Engineering teams to investigate and resolve customer issues.
- Monitor outstanding issues and ensure customers receive regular updates.
- Maintain accurate and detailed support records.
- Contribute to and maintain technical support documentation and knowledge bases.
- Identify recurring issues and opportunities to improve our products, processes and customer experience.
- Develop a strong understanding of CMS products, systems and services.
Skills & Experience
- Previous experience in a technical support, IT support or customer service role is highly desirable, but not essential.
- Strong problem-solving and analytical skills.
- A genuine interest in technology and understanding how systems work.
- Excellent verbal and written communication skills.
- Ability to understand technical issues and explain solutions clearly to both technical and non-technical audiences.
- Strong organisational skills with the ability to prioritise and manage multiple issues at the same time.
- A methodical approach to investigating and resolving problems.
- Ability to work independently and as part of a wider team.
- Good attention to detail.
- A willingness to learn and develop your technical skills.
Why Join Connected Management Services?
- Innovative Environment: Work with cutting-edge technology in fleet management and telematics, where new ideas are encouraged and innovation is at the heart of what we do.
- Customer Impact: Be part of a company that makes a tangible difference for our customers by helping them optimise fleet operations, reduce emissions and improve overall efficiency.
- Personal Development: The opportunity to develop your technical knowledge and skills and grow your career within the company.
- Varied Role: Work across a range of products, technologies and customer environments, giving you the opportunity to continually learn and develop.
- Competitive Benefits: Company pension, cycle to work scheme, casual dress, health & wellbeing programme, life insurance and company social events.
Pay: £28,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Private medical insurance
Ability to commute/relocate:
- Swindon SN5 8WQ: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
