Technical Support Advisor - 1st Line Customer Support in Uxbridge

At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people. They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers. Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers. We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics.

Key Responsibilities:

• Resolve customer queries or escape them to the appropriate department, ensuring all updates are accurately recorded within internal systems, and departmental SLAs are met to support continuous improvement of the customer experience.
• Identify root causes of substandard installations and provide effective resolutions for both Tracker customers and third-party installers.
• Manage inbound and outbound calls and cases in line with agreed processes and SLAs, using the Salesforce case management system and recording all relevant customer interactions.
• Provide technical support to internal and external stakeholders at all levels, including third-party installer channels (Tracker, Preferred, Independent, OEM, and dealer networks).
• Build and maintain professional relationships with all internal and external customers.
• Strive to exceed performance targets and continuously improve individual and team results.

Customer Experience KPIs:

• Reduce customer complaints through effective problem solving and communication.
• Contribute to improving online review scores across Feefo, Trustpilot, and Google Reviews.
• Reduce response times for customer cases (telephone and web) through efficient and proactive case management.

Skills And Attributes:

• Solid fact-finding skills, using open questioning to accurately identify customer needs.
• Demonstrate capability to communicate at all levels and demonstrate good business knowledge to build relationships with customers and technicians to offer solutions and products.
• Excellent listening skills and attention to detail.
• Consistently follow through on all promised actions, ensuring full and accurate record keeping.
• Proficiency in thinking quickly and providing practical solutions to resolve queries and complaints before escalation is required.
• Lead by example, effectively collaborating, motivating colleagues and contributing to a positive team environment.

Primary requirements:

• A proven background in an OEM auto electrical role.
• Self-starter with excellent interpersonal communication.
• Strong organisational skills with a “Can-Do” attitude.
• Being adaptable to change.
• Proven ability to meet tight deadlines and work under pressure.
• Good and clear communication skills, both written and spoken.
• Knowledge of vehicle telematics concepts.
• Competent with problem solving in a highly technical environment.

Other qualifications considered a plus:

• Auto Electrical qualification.
• Knowledge of RF radiation systems.
• In-depth Knowledge of GPS technology, functions, and limitations.