Ctrack – Customer Care Advisor

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Location: Leeds, UK

Position Overview

To provide support to our customers and ensure SLA’s are achieved and the customer receives an excellent level of service.

 

About Ctrack

Ctrack in the UK and Ireland are divisions of Ctrack, an Inseego company (NASDAQ: INSG).

Founded in the 1990s, Ctrack specialises in the research, development, manufacturing, sales and support of technologically advanced fleet management, vehicle tracking and asset tracking solutions.

Ctrack offers a wide range of vehicle tracking, fleet management, satellite navigation, workflow, mobile job planning and security tools with cost-effective and scalable solutions that offer a unique combination of flexibility, reliability and functionality.

As a result, around 1,000,000 units have been deployed in over 50 countries across five continents, making Ctrack the most comprehensive industry service provider worldwide.

Main job role and responsibilities

  • Respond to requests for technical assistance via telephone and email
  • Log all customer contacts in the Ctrack CRM
  • Create engineer service tasks
  • Provide Ctrack users with 1st line software support and help as required
  • Keep customers updated with progress on their fault tickets
  • Follow all processes and procedures
  • Escalate problems to 2nd line as appropriate
  • Manage the “Customer Care” email inbox
  • Manage customer expectation
  • Support engineer calls – commissioning new installs and services and ensuring all commissions are completed accurately following the correct process.
  • Follow policies and procedures as set by Ctrack
  • Closing engineer tasks on the day
  • Assist Call Desk and Scheduling as and when required

Competencies, skills, knowledge and ability

  • Customer service focused
  • Excellent communication skills both written and verbal
  • Calm under pressure
  • Problem analysis and problem-solving
  • Adaptability
  • Planning and organizing
  • Attention to detail
  • Clerical and administrative functions
  • Public relations/developing relationships
  • Handling information and following instructions
  • Co-operating and liaising

 

Qualifications

A minimum of 5 GCSE’s at grade C or above.

 

Experience

Essential – Two years of relevant experience in line 1, technical support.
Knowledge or experience within the Tracking or Telematics industry would be an advantage.

 

Standard hours

37.5 hours per week – Monday to Friday 9am to 5.30pm

 

Misc

Ctrack take pride in everything we do whilst striving for right first time. Our goal is to give the customer an excellent experience.

This is a challenging technical role where the successful candidate will be required to communicate clearly, listen carefully, empathise, and inform.
You will troubleshoot customer queries and advise the appropriate action.

No recruitment agencies please.

 Apply Now at Ctrack UK

Ctrack is an Equal Opportunity Employer. Employment decisions are made without regard to race, colour, religion (including religious dress and grooming), sex/gender (including pregnancy, childbirth, related medical conditions or breastfeeding), gender identity, gender expression, national origin, ancestry, age, physical or mental disability or legally protected medical condition, family care status, military or veteran status, marital status, sexual orientation, genetic information, or any other protected classification.