Who we are
We’re on a mission to transform how fleets operate, using cutting-edge camera technology, AI, machine learning and telematics to make roads safer and businesses smarter.
As an award-winning SaaS company in a high-growth phase, we’re scaling fast and expanding into new markets worldwide. Our technology gives fleet operators real-time visibility, reduces risk, improves efficiency, and helps set new safety standards across the industry.
Join a global, ambitious team and be part of what's next!
The Role
As a Technical Support Specialist at CameraMatics, you will be the first point of contact for our customers, guiding them through technical challenges and ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers' experience with our products.
What you'll do
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Deliver exceptional first-line technical support to customers through phone, email, and other communication channels, ensuring a professional, responsive, and customer-focused experience.
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Investigate, diagnose, and resolve technical issues relating to Cameramatics products and services, applying a structured and methodical approach to troubleshooting.
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Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing.
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Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution.
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Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution.
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Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience.
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Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing.
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Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer needs.
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Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support journey.
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Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer support.
What we’re looking for
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2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology environment.
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A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting. A degree in Computer Science, Information Technology, or a related field is welcome but not essential.
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Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues effectively.
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Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical audiences.
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A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right solutions.
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The ability to work independently while also collaborating effectively with colleagues in a fast-paced and evolving environment.
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Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard of work.
Why Join CameraMatics?
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High-growth global SaaS company
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Collaborative team culture, fast moving & focused on quality
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Opportunity to grow with a scaling business
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Hybrid working: 4 days in office, 1 day working remote
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Technical Support Specialist (Hybrid) employer: Remote Worker LTD.
At Intrum, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values collaboration and personal growth. Our Glasgow office provides a hybrid working model, competitive benefits including generous holiday allowances, and comprehensive training to ensure you thrive in your role as a Customer Support Representative - Mortgages. Join us to make a meaningful impact while enjoying a balanced work-life environment and opportunities for career advancement.
