1st Line Customer Support

Join to apply for the UK 1st Line Customer Support role at Quartix UK
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Location:

Newtown-based, 5 days per week.

Quartix is a UK‑founded telematics and vehicle tracking company providing GPS‑based systems to monitor fleet vehicles, improve efficiency, and ensure safety. The platform offers real‑time tracking, driver behaviour analysis, geofencing, and detailed reports accessible via web and mobile app. Quartix serves construction, utilities and other industries, focusing on cutting costs and optimizing operations for commercial fleets in the UK, US and Europe.

Founded in 2001, Quartix now has more than 32,000 fleet customers globally across 8 countries, over 323,000 vehicles tracked, and over 11,500 customers in the UK alone tracking more than 165,000 vehicles.

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 organisation.

Existing translation software allows non‑native speakers to support customers via Salesforce email‑to‑case and live chat, with emphasis on customer support quality.

• Attention to detail
• Logical processing skills
• Ability to multitask
• Ability to manage high case volumes and workload
• Ability to work independently and as part of a wider team

• 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

• 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
• Keep the number of open support issues low and within set targets
• Keep the age of cases low and within targets set
• Bring to the attention of your manager (or a director) anything that is perceived as a health and safety hazard
• Uphold the values of the company and comply with all company policies
• Provide support to other countries where Quartix operates within the EU and US when required
• Arrange engineer service calls to investigate tracker device issues that cannot be resolved remotely
• 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

• 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…