Who we are
We’re on a mission to transform how fleets operate, using cutting-edge camera technology, AI, machine learning and telematics to make roads safer and businesses smarter.
As an award-winning SaaS company in a high-growth phase, we’re scaling fast and expanding into new markets worldwide. Our technology gives fleet operators real-time visibility, reduces risk, improves efficiency, and helps set new safety standards across the industry.
Join a global, ambitious team and be part of what's next!
The Role
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.
What you'll do
- Deliver exceptional first-line technical support to customers through phone, email, and other communication channels, ensuring a professional, responsive, and customer-focused experience.
- Investigate, diagnose, and resolve technical issues relating to Cameramatics products and services, applying a structured and methodical approach to troubleshooting.
- Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing.
- Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution.
- Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution.
- Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience.
- Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing.
- Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer needs.
- Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support journey.
- Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer support.
What we’re looking for
- 2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology environment.
- A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting. A degree in Computer Science, Information Technology, or a related field is welcome but not essential.
- Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues effectively.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical audiences.
- A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right solutions.
- The ability to work independently while also collaborating effectively with colleagues in a fast-paced and evolving environment.
- Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard of work.
Why Join CameraMatics?
- High-growth global SaaS company
- Collaborative team culture, fast moving & focused on quality
- Opportunity to grow with a scaling business
- Hybrid working: 4 days in office, 1 day working remote
Job Type: Full-time
Work authorisation:
- United Kingdom (required)
Location:
- Darlington DL1 1RW (preferred)
Work Location: Hybrid remote in Darlington DL1 1RW
