Technical Support Advisor - 1st Line Customer Support at Tracker

, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Problem Solving, Communication, Organizational Skills, Telematics, Auto Electrical Knowledge, CRM Software, Salesforce, Listening Skills, Attention to Detail, Team Collaboration, Adaptability, Root Cause Analysis, Case Management, Relationship Building

Industry

Security and Investigations

Description

Overview At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people. They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers. Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers. We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics. We have two genuinely unique selling points, the proprietary VHF technology we use and the formal relationship we have with UK policing, which clearly differentiate us from our competitors. As part of the work that we do with UK policing we are making a genuine difference to society by helping to tackle organised criminality; in 2025 alone, we helped them close down over 60 chop shops, whilst supporting on multiple investigations. This is an exciting opportunity for someone who wants to work for a market leading, well-established company with the opportunity to really accelerate our growth, as well as their own. Responsibilities Job Context: Tracker is currently seeking an experienced Technical Support Advisor, to join a well-established market leading Telematics and Stolen Vehicle Recovery Company based in Uxbridge. Tracker is a subsidiary of CalAmp, a pure-play pioneer of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace, based in California. As Technical Support Advisor, you will be responsible for providing exceptional 1st line technical support to Tracker customers. Ensuring that all company products are installed according to documented standards and delivered within acceptable tolerance levels for both Tracker and the end user. As 1st line Technical Support Advisor, delivering a high level of service and performance that exceeds expectations. This includes demonstrating excellence in all aspects of day-to-day systems and processes, achieving and exceeding individual and team targets. This role must be undertaken in strict accordance with all governance, audit processes, use of CRM platform Salesforce, to ensure that accurate, high-quality customer records are created and maintained. The role involves 25% direct customer interaction on the phone, 50% case management providing resolution for product, installation and application-related queries, and 25% direct installer interaction and coordination cross-business. We operate a hybrid work environment with people in the office Tuesday through Thursday, but with the ability to work from home on Monday and Friday. We provide access to competitive parental leave and we have a strong focus on mental wealth. Key Responsibilities: Resolve customer queries or escalate them to the appropriate department, ensuring all updates are accurately recorded within internal systems, and departmental SLAs are met to support continuous improvement of the customer experience. Identify root causes of substandard installations and provide effective resolutions for both Tracker customers and third-party installers. Manage inbound and outbound calls and cases in line with agreed processes and SLAs, using the Salesforce case management system and recording all relevant customer interactions. Provide technical support to internal and external stakeholders at all levels, including third-party installer channels (Tracker, Preferred, Independent, OEM, and dealer networks). Build and maintain professional relationships with all internal and external customers. Strive to exceed performance targets and continuously improve individual and team results. Customer Experience KPIs Reduce customer complaints through effective problem solving and communication. Contribute to improving online review scores across Feefo, Trustpilot, and Google Reviews. Reduce response times for customer cases (telephone and web) through efficient and proactive case management. Skills and Attributes Solid fact-finding skills, using open questioning to accurately identify customer needs. Demonstrate capability to communicate at all levels and demonstrate good business knowledge to build relationships with customers and technicians to offer solutions and products. Excellent listening skills and attention to detail. Consistently follow through on all promised actions, ensuring full and accurate record keeping. Proficiency in thinking quickly and providing practical solutions to resolve queries and complaints before escalation is required. Lead by example, effectively collaborating, motivating colleagues and contributing to a positive team environment. Qualifications Primary requirements: A proven background in an OEM auto electrical role. Self-starter with excellent interpersonal communication. Strong organisational skills with a “Can-Do” attitude Being adaptable to change Proven ability to meet tight deadlines and work under pressure. Good and clear communication skills, both written and spoken Knowledge of vehicle telematics concepts Competent with problem solving in a highly technical environment. Other qualifications considered a plus: Auto Electrical qualification Knowledge of RF radiation systems In-depth Knowledge of GPS technology, functions, and limitations #LI-UK

Responsibilities

As a Technical Support Advisor, you will provide exceptional 1st line technical support to Tracker customers, ensuring all products are installed according to standards. You will manage customer queries, identify root causes of issues, and maintain accurate records in the Salesforce system.