Job Description

About Fleetclear:

Fleetclear is a leader in vehicle tracking, telematics, and safety technology solutions. Our mission is to help fleet operators improve safety, efficiency, and compliance with intelligent, data-driven tools. We're growing rapidly and are looking for a motivated and customer-focused individual with some Technical / IT knowledge to join our dynamic customer support team.

About the role:

As 1st Line Customer Support, you'll be the first point of contact for customers requiring assistance with Fleetclear solutions. You'll be responsible for triaging support issues, resolving common technical problems, and escalating more complex cases appropriately. You will also support the ongoing delivery of our Managed Service and provide training on Fleetclear Connect, our customer portal. This role requires the successful candidate to be based at our Pershore (Worcestershire) office

five days per week

, so the ability to reliably commute is essential.

Key Responsibilities:

Support Ticket Management: Monitor, triage, and action support tickets through the Helpdesk ticketing system. Provide timely and effective 1st line technical support for hardware, software, and platform issues. Escalate unresolved issues to 2nd line or dedicated teams following defined procedures. Customer Communication: Maintain professional and helpful communication with customers via phone and email. Keep customers informed about the status and progress of their support queries. Fleetclear Connect Training: Deliver remote training sessions to customers on how to use Fleetclear Connect. Assist in updating training documentation and user guides based on customer feedback. Managed Service Tasks: Carry out routine tasks and checks as part of the Fleetclear Managed Service, such as system audits, reporting, and account configuration. Identify recurring issues or opportunities for improvement and feed these back to the relevant teams. Collaboration & Continuous Improvement: Work closely with internal teams, including Technical Support, Engineers, Sales, and Operations, to improve customer experience. Contribute to the support knowledge base and internal documentation.
Ensure all relevant systems are kept up to date and maintained in line with best practice guidelines.

Operate within the company's health and safety guidelines and policies as set out in the staff handbook.

Operate within the company's ISO9001 and ISO27001 best practice guidelines.

Skills & Experience:

Previous experience in customer support or technical help desk role (ideally 1st line).

Comfortable using helpdesk software - experience with Hubspot is a plus.

Strong problem-solving and troubleshooting skills.

Excellent written and verbal communication.

Organised and able to manage multiple support tickets and tasks simultaneously.

Confident using software platforms and explaining them to others (training experience a bonus).

A proactive, customer-first mindset with a calm and professional approach under pressure.

Training will be provided but basic office administration, computer, phone manner, and a good work ethic is expected.

Job Type: Full-time

Pay: From 26,000.00 per year

Benefits:

Company pension Health & wellbeing programme On-site parking
Application question(s):

Are you able to commute to our Pershore (Worcestershire) office five days per week?
Yes/No

Have you previously worked in a 1st Line IT Support role?
Yes/No

What makes you a suitable candidate for this position
Work Location: In person