Based in Newtown Headquarters, Tuesday, Wednesday and Friday, 14:30am until 11:00pm. 22.5 hours per week.
About Quartix
Quartix specialise in vehicle telematics, fleet management and GPS tracking solutions, across a wide range of private and public sectors including transportation, trades, construction, building services, security and field operations. We are proud of our customer service excellence commitment, enabling businesses to reduce their costs, improve efficiency and maintain safety. Our services include:
- Real-time GPS tracking
- Driver behaviour monitoring
- Digital vehicle inspections
- Fleet reports and analytics
- Dashcams and safety tools
- Electric vehicle tracking
- Additional add-ons, including fuel cards, driver ID and geo-fencing.
About the Role
We're looking for a proactive and customer-focused US Customer Support Agent to join our Customer Support team at Quartix.
As the first point of contact for our US customers, you'll provide high-quality customer and technical support across telephone, email, live chat and Salesforce. You'll manage support cases from initial query through to resolution, while building strong customer relationships and ensuring a professional and positive customer experience.
You'll also support account and system changes, coordinate installations and service appointments, provide Fleet Tracking guidance and training, and work with internal teams to identify opportunities for continuous improvement.
Key Responsibilities
- Act as the first point of contact for new and existing US customers, providing professional, friendly and customer-focused support.
- Provide technical and account support across Salesforce case management, live chat, telephone and email.
- Investigate, diagnose and resolve customer queries relating to Quartix products, features and services.
- Manage a high volume of support cases, ensuring queries are prioritised appropriately and handled within agreed service levels and targets.
- Maintain accurate and detailed records of customer interactions, actions and resolutions within Salesforce.
- Monitor case ageing and outstanding actions, ensuring customers receive timely updates and appropriate follow-up.
- Analyse unit data using Quartix support tools and internal systems to help diagnose and resolve technical issues.
- Process customer-requested system changes using Fleet Tracking and internal databases.
- Provide customers with training and guidance on Fleet Tracking features and functionality.
- Coordinate installer appointments, engineer service calls and engineer installations where required.
- Process customer self-installations, replacements, unit moves, removals, sales orders, shipment requests and associated documentation.
- Monitor and prioritise shared inboxes, ensuring customer queries are responded to promptly and professionally.
- Build and maintain strong customer relationships, proactively identifying and addressing potential concerns or service issues.
- Follow up on outstanding orders, documentation and customer actions to support efficient service delivery.
- Support testing of new Fleet Tracking releases, documenting findings and providing feedback to development teams.
- Monitor recurring support issues and trends, escalating findings where appropriate.
- Identify opportunities to improve database functionality, systems and processes, sharing ideas with the Support Manager.
- Support other Quartix regions, including the UK and EU, when required.
- Provide training and support to new team members when requested.
- Undertake additional administrative and ad hoc duties as required by the business.
- Uphold Quartix's Values and comply with company policies, procedures and health and safety requirements.
What we're looking for
- Previous experience in a customer service, customer support, technical support or account management role.
- Strong customer service skills, with a genuine focus on providing a positive customer experience.
- Excellent written and verbal communication skills across telephone, email and live chat.
- Strong attention to detail, particularly when managing customer information, support cases and system changes.
- Logical and structured approach to investigating problems and identifying solutions.
- Ability to manage a high volume of support cases and effectively prioritise competing demands.
- Strong organisational skills, with the ability to manage your own workload and meet deadlines.
- Confident using computer systems and databases, with the ability to learn multiple internal systems.
- Experience using CRM or case management systems such as Salesforce would be advantageous.
- A proactive, solutions-focused approach to customer service and problem solving.
- Ability to work independently while contributing positively to a wider team.
- Willingness to develop a strong understanding of Quartix's Fleet Tracking products and technical systems.
- Experience in a technology, software, telecommunications or vehicle-related environment would be advantageous but is not essential.
Personal Attributes
- Customer-focused, professional and approachable.
- Patient and confident when dealing with customers and challenging queries.
- Naturally curious with a logical approach to problem solving.
- Highly organised, with excellent attention to detail.
- Calm and resilient when managing high volumes of work.
- Proactive, practical and solutions-focused.
- A strong team player who is also comfortable working independently.
- Keen to learn and develop knowledge of Quartix's products and systems.
- Committed to continuous improvement and delivering a high-quality customer experience.
- A strong advocate for Quartix's Values.
Don't meet every requirement? We'd still love to hear from you. If you have strong customer service skills, attention to detail, a logical approach to problem solving and the ability to manage a busy workload, we encourage you to apply.
What is in it for you?
Your Rewards and Savings
- Competitive salary (and bonuses for certain roles)
- 5% employer contribution to company pension through Royal London
- 33 days holiday (25 days annual leave plus 8 bank holidays FTE)
- Opportunity to buy or sell annual leave (up to 5 days FTE)
- Free onsite parking
- Discounts on big brands and gym memberships
Your Health and Wellbeing
- Employer-paid cash health plan
- Paid sick pay
- Employee Assistance Programme (EAP)
- Online GP 24/7 via Telephone or Email
- Free eye tests and prescription glasses (for VDU use)
- Cycle to Work scheme
- Free onsite tea, coffee, chilled filtered water, biscuits and fresh fruit
Your Friends and Family
- 2x Salary life assurance cover
- Enhanced maternity and paternity leave
- Staff Social Events
- Refer-a-Friend scheme
Your Career and Professional Development
- Regular training and development
- We are dedicated to promoting from within, wherever possible
- Long service awards
- Opportunity to work as part of a great team, dedicated to customer service excellence
Pay: From £15,736.50 per year
Benefits:
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
Ability to commute/relocate:
- Newtown, Powys: reliably commute or plan to relocate before starting work (preferred)
Work authorisation:
- United Kingdom (preferred)
Work Location: In person
