Customer Support Technician

at  Racelogic

Were looking for a skilled and enthusiastic Customer Support Technician to join our growing team and help us maintain exceptional service standards.
As a Customer Support Technician, you will be the first point of contact for our customers, providing technical support and guidance on our complete product range. You will troubleshoot issues, answer queries, and ensure our customers receive prompt and effective assistance. In addition, you will also conduct product testing to ensure high-quality performance and reliability. This role requires strong problem-solving skills, technical expertise, and a commitment to excellent customer service.

ESSENTIAL REQUIREMENTS:

• Proven experience in a customer support role, preferably in a technology-related industry.
• A clear, concise writing technique and a polite telephone manner.
• Ability to demonstrate a logical approach to troubleshooting.
• Excellent communication skills, both written and verbal.
• Ability to work well in a team and independently.
• A customer-oriented attitude with a passion for problem-solving.
• Full clean UK driving licence.

DESIRED SKILLS:

• Familiarity with vehicle data acquisition techniques.
• Exposure to vehicle CAN and GNSS technologies.
• Basic electronics knowledge.
  Candidates will be required to undertake a basic online aptitude test and may be asked to complete a Belbin® Self Perception Inventory to understand their team role as part of the interview process.

• Act as a first point of contact for customers providing technical support via phone, email, or in person.
• Diagnose and troubleshoot software, hardware, and application related issues.
• Escalate complex issues to the appropriate technical team, ensuring timely resolution.
• Document support cases and solutions in the ticketing system.
• Maintain a high level of customer satisfaction by delivering clear and efficient assistance.
• Provide sales quotations and technical information to prospective customers.
• Assist with product testing, sign-off and release processes.
• Collaborate with other departments to share insights and improve customer experiences.