1st Line Customer Support

Overview

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 real-time tracking, driver behaviour analysis, geofencing, and detailed reports accessible via web and a mobile app, with options for both hard‑wired and self‑installed devices. Quartix serves various industries, including construction and utilities, focusing on cutting costs and optimizing operations for commercial fleets in the UK, US, and Europe.

Founded in 2001 by four industry professionals, the company now has more than 32,000 fleet customers globally across 8 countries, tracking over 323,000 vehicles. Quartix has been operating in the UK for over 24 years and now has over 11,500 customers who track 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, triaging, investigating, and resolving product‑related queries efficiently while escalating complex issues to 2nd line support.

• 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

• 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 as low as possible and within set targets
• Keep the age of cases as low as possible and within targets set
• Bring to the attention of your manager or director anything perceived to be a health and safety hazard to yourself or others
• 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 where required
• Arrange engineer service calls to investigate tracker device issues that cannot be diagnosed or 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, with a strong focus on repeat customers
• Exceptional telephone manner
• Logical thinking with the ability to systematically work through problems
• Ability to manage a high case load and prioritize all cases appropriately
• Minimum of 2 years’ experience in a support or customer service role via phone, e‑mail, and live chat
• Good IT skills, including Excel, Outlook and other Microsoft packages
• Knowledge of various internet 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
• Empathy – be able to put yourself in the customers’ shoes to truly understand their issues