Quartix UK
Dash Camera Support Specialist – 2nd Line Support
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Based in Newtown, Wales, Mon-Fri 8:30-5:00
Quartix has been operating in the UK for over 24 years and now has over 11500 UK customers who track more than 165,000 vehicles. Within the last couple of years, Quartix has also introduced an integrated dash camera option and already installed over 2600 dash cameras with this number rapidly increasing monthly.
The role
The Dash Camera Support Specialist is responsible for providing technical and operational support to Quartix customers using our dash camera and fleet tracking solutions. The role focuses on footage recovery, system configuration, data analysis, customer training, and proactive performance monitoring to ensure optimal system performance and customer satisfaction.
This position requires strong technical troubleshooting skills, attention to detail, and the ability to communicate effectively with both customers and internal teams.
Skills & competencies
Below are the key skills and competencies that are required for this position:
- Attention to detail
- Logical processing skills
- The ability to multitask
- The ability to manage high case volumes and your workload
- Ability to work independently and as part of a wider team
Key responsibilities
- Act as the first point of contact for new and existing UK customers for all dash camera related queries
- Provide professional, customer-focused support to maximise service value and satisfaction. Deliver training to customers and internal staff/departments where required
- Log all customer interactions (posts, calls, emails) in Salesforce cases
- Deliver technical support via Salesforce case management, phone calls, and email
- Process and review dash camera commissions from engineers and customers
- Identify and recover dash cam footage using Fleet Tracking and IoT Hub platform
- Securely download and send dash cam footage to customers via Salesforce upon request
- Ensure all footage handling complies with data security and privacy policies
- Review and investigate dash cameras generating high volumes of alerting events
- Diagnose issues and implement corrective actions where appropriate
- Apply configuration changes to dash cameras remotely using SMS and the Hub
- Proactively monitor system performance to reduce overall monthly data usage through automated reporting and optimisation
- Analyse dash cam data using internal support tools
- Provide insight and feedback to relevant teams to enhance product performance and customer experience
- Test new dash camera releases, document findings, and provide feedback to development for product improvement
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General responsibilities
- Maintain and develop relationships with customers, installers and internal departments
- Propose and present ideas to your Team Leader for improving database and system processes
- Monitor recurring support issues and patterns, reporting them to your Senior and/or Team Leader/Manager
- To keep the number of open support issues as low as possible and within set targets
- To keep the age of cases as low as possible and within targets set
- To bring to the attention of your manager (or a director) anything that is perceived to be a health and safety hazard to yourself or others
- To uphold the values of the company and comply with all company policies
- Provide support to other countries where Quartix operate within the EU and US where required
- Escalate cases to Service Calls when an engineer visit is required
- Provide training for new members of staff when requested by your Senior or team leader
- Undertake any additional tasks or responsibilities as assigned by company directors or management team
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About You
- Clear and concise written and spoken communication skills
- Ability to present written information in a structured and balanced way appropriate to the needs of the reader
- Attention to detail
- Excellent customer service skills, around 50% of our business comes from repeat orders from existing customers.
- Exceptional telephone manner
- Logical thinking with the ability to systematically work through a problem
- Ability to manage a high case load and to give all cases the priority that they require
- Experience in a technical support or systems support role advantageous
- Ability to manage multiple tasks and prioritise effectively
- Ability to analyse data and interpret system behaviour
- Good IT skills, which must include use of Excel, Outlook and other Microsoft packages
- Knowledge of various Internet Web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari would be advantageous
- Knowledge and understanding of Salesforce and Service Cloud would be beneficial
- Auto electrical knowledge would be advantageous but is not a prerequisite
- Ability to work under pressure and to a reporting timetable
- Excellent time keeping
- Be a good team worker demonstrating loyalty and commitment to the organization and team members
- Customer focused with a proactive mindset
- Calm and professional under pressure
- Analytical and methodical approach to problem-solving
- Technically curious with a desire to continuously learn
Are you interested in this role with Quartix?
To apply for this role, please complete the fields below and attach a CV and cover letter.
Please note that you must have the right to work in the region that this job is listed in.
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