Job Description

About Quartix

Quartix is a UK-founded telematics and vehicle tracking company providing GPS-based systems for businesses to monitor fleet vehicles, improve efficiency, and ensure safety.

The platform offers features like real-time tracking, driver behaviour analysis, geofencing, and detailed reports, all accessible via the web and a mobile app, with options for both hard-wired and self-installed devices.

Quartix serves various industries, including construction and utilities, with a focus on cutting costs and optimizing operations for commercial fleets in the UK, US, and Europe.

Founded in 2001 by four industry professionals we now have more than 32,000 fleet customers globally across 8 countries who track over 323,000 vehicles

Job Role

This role is to provide the highest standard of technical and customer support to UK customers.

As the first point of contact, a Quartix Support Analyst delivers expert, customer-focused assistance through case management, live chat, and telephone channels.

The role is responsible for triaging, investigating, and resolving product-related queries efficiently, while escalating complex issues appropriately to 2nd Line Support.

By ensuring timely responses and maintaining high service standards, the position contributes to customer satisfaction and the overall reputation of the organization.

We are leveraging translation software that will allow nonnative speakers to support customers through Salesforce email-to-case and live chat with the emphasis still on the highest levels of customer support.

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. Provide professional, customer-focused support to maximise service value and satisfaction. Deliver technical support via Salesforce case management, live chat, phone calls, and email. Log all customer interactions (posts, calls, emails) in Salesforce cases. Investigate, diagnose, and resolve queries across all Quartix products and features. Manage a high volume of daily cases, ensuring timely updates and resolutions. Maintain accurate case records in Salesforce, tracking progress and closure. Analyse unit data using Quartix support tools. Process system changes requested by customers using Fleet Tracking and internal databases. Deliver customer training and overviews on Fleet Tracking features via phone or email. Handle installer appointments using the appointment completion app. Process customer self-installations and replacements. Test new Fleet Tracking releases, document findings, and provide feedback to development for product improvement.
Job Types: Full-time, Permanent

Pay: 26,227.50 per year

Benefits:

Bereavement leave Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free parking On-site parking Referral programme
Ability to commute/relocate:

Powys SY16 1AF: reliably commute or plan to relocate before starting work (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person