Customer Support Representative in Leeds

Location: Aberford, LS25

On-Site: 3 days in the office

As MICHELIN Connected Fleet, a division of the Michelin Group, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year.

Our AI technology and ML algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact.

At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions.

The role of Customer Service Agent within MICHELIN Connected Fleet is a highly technical position and a critical contributor to our long‑term customer satisfaction and quality strategy. Acting as a frontline technical expert, you will proactively minimise in‑life issues by diagnosing and resolving engineering, system, and hardware‑related faults.

The ultimate objective is to deliver an outstanding customer experience—measured through NPS—by consistently delivering on our commitments and ensuring technical accuracy in every interaction. This is a challenging and detail‑driven role, requiring a genuine enthusiasm for technology, quality, and customer service.

You will confidently analyse complex customer queries, determine root cause, and advise the most appropriate technical or operational actions, while interacting effectively with stakeholders at all levels.

This role also provides a strong foundation for career progression, with clear development pathways into 2nd line technical support, back‑office administration, or project coordination roles.

WHAT WILL I BE DOING:

• Working as part of a multilingual technical helpdesk, providing first‑line technical support to ensure effective, timely resolution to complex issues.
• Performing remote technical triage, diagnostics, and first‑time fixes across connected fleet systems.
• Applying a structured troubleshooting approach to investigate incidents, analyse symptoms, and determine appropriate corrective actions.
• Collaborating closely with Technical Support and R&D teams to identify trends and improve system reliability.
• Liaising directly with customers to explain technical issues clearly and manage expectations throughout the resolution lifecycle.
• Documenting diagnostic procedures, fixes, and methodologies to support knowledge sharing.
• Managing, prioritising, and tracking open technical incidents and tasks through to triage or escalation.
• Maintaining accurate and timely updates within internal support and case‑management systems.
• Identifying, escalating, and coordinating urgent or business‑critical incidents.
• Undertaking additional technical or operational duties as required to support business needs.

TO BE SUCCESSFUL YOU WILL LIKELY HAVE:

• A Minimum of 2 years’ experience of working in a Customer contact / helpdesk environment.
• A strong collaborator with great communication skills and an outstanding telephone manner.
• Experience of dealing with diverse and complex customer requirements.
• Experience of working in busy, dynamic customer focused environment.
• A logical thinker with attention to detail.
• Highly results orientated, with the ability to understand technical issues and manage customer expectations.
• The ability to prioritise and multitask while maintaining a positive outlook.

Work-life balance is important to us at Michelin Connected Fleet, so we offer our teams flexibility in line with the needs of their role.