Maverick Diagnostics
Customer Support Technician
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About the job
Are you passionate about delivering outstanding customer service, with a strong technical mindset and an interest in the automotive industry? Do you enjoy solving problems, supporting customers and ensuring they feel confident and well looked after? If so, this could be a great opportunity for you.
We’re looking for an office-based, experienced Customer Support Technician to join Maverick Diagnostics as we grow. Working as a senior member of the Maverick Help Desk, you will support customers by minimising tool downtime through proactive monitoring, software updates and remote technical assistance.
This is not your average customer support role. Our industry-leading hardware and software solutions range from dealer diagnostic systems to aftermarket tooling. You will develop in-depth knowledge of our products and use your technical experience and enthusiasm to resolve issues, support customers and share knowledge with other members of the team.
About Maverick Diagnostics
Based in Wrexham, Wales, Maverick Diagnostics is a trailblazer in the automotive aftermarket industry, specialising in dealer tools, technical support, training and vehicle technical services. Our team provides remote support to ensure that our customers’ hardware and software continue to operate at peak efficiency.
At Maverick Diagnostics, our values are more than just words; they are guiding principles that shape our culture, decisions and interactions. We believe that by embodying these values, we not only define who we are as a company but also set the foundation for our success and growth.
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You will be a great fit at Maverick Diagnostics if you value Respect, Positivity, Results, Teamwork, Excellence in Customer Relations, Continuous Learning and Innovation.
Key Accountabilities Include
- Provide high-quality remote technical support, diagnosing and resolving hardware and software issues efficiently.
- Manage customer enquiries through telephone, email, remote-access software and our support ticketing system.
- Install, configure, monitor and update diagnostic tools and software to minimise customer downtime.
- Take ownership of support cases through to resolution, keeping customers informed and escalating complex issues when required.
- Maintain accurate records and identify recurring issues or opportunities to improve our service.
- Work closely with colleagues across the business, sharing technical knowledge and contributing ideas to improve systems and processes.
What We’re Looking For
- At least three years’ experience in technical support, IT support or a similar customer-facing technical role.
- Strong diagnostic and problem-solving skills, with the ability to investigate issues methodically.
- Experience supporting hardware, software and Windows-based systems.
- Excellent verbal and written communication skills.
- An active listener with an empathetic and patient approach.
- A strong commitment to delivering outstanding customer service and taking ownership of problems.
- The ability to explain technical information clearly to customers with different levels of knowledge.
- The confidence to manage complex cases and work independently when required.
- A collaborative approach and willingness to share knowledge with colleagues.
- Experience in the automotive industry or a related technical field is highly desirable.
- A Bachelor’s degree or relevant qualification in IT, computer science, automotive technology or a related field would be advantageous but is not essential.
- Able to commute daily to our Wrexham office.
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Why Work With Us?
Join a company at the forefront of the automotive tools industry. We offer:
- A competitive salary with performance-based reviews and bonus opportunities.
- Opportunities for professional growth, technical training and development.
- The chance to develop specialist knowledge of dealer diagnostic tools and software.
- A supportive and inclusive environment where every team member is valued.
- 25 days’ annual leave plus bank holidays.
Maverick Diagnostics is committed to fostering an inclusive and diverse workplace. We welcome applications from all backgrounds and are dedicated to providing equal opportunities.
Agencies: Please note that we do not require agency support at this time.
Job Type: Full-time
Salary: £33,000.00-£38,000.00 per year
Benefits
- Company pension
- Employee mentoring programme
- Free parking
- Health & wellbeing programme
- Private dental insurance
- Private medical insurance
Work Location: In person
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