Customer Service Desk Technician

Company Overview

IMS is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed, cloud-based connected car platform. From insurers and governments to dealerships and everyday drivers,we’re proud to produce technology that makesdriving  - Safer. Smarter. Greener. 

Job Description 
 
The Customer Service Desk Technicianis responsible for ensuring IMS products are successfullyenrolled with ourcustomers, remain fully operational, and generateaccurate tracking and risk management data. Acting as a Tier 2 support specialist,youwill be instrumental in providingtechnical troubleshooting, issue resolution, and data validation to ensure a seamless customer experience. 

The Customer Service Desk Technician serves as a single point of contact for inbound technical enquiries from our business clients, ensuring that customer issues are handled efficiently whilemaintaining high-quality service delivery. 

This role is ideal for atechnically-minded graduate looking to gain experience in a technology-focused customer-facing role as well as individuals with prior experience supporting customers with technology who areseeking to transition to a business-to-business environment. 
 

Key Responsibilities 

Customer Support & Issue Resolution 
• Manage incoming customer queries,byallocating them to appropriatefulfilment solutions and providing Tier 2 technical support for more complex or escalated issues. 
• Conduct investigations into tracking and risk management data toidentify and resolve issues with IMS products and services. 
• Perform detailed data validation, ensuring the accuracy of tracking, scoring, and device performance metrics. 
• Supportbusiness clientenrolments, ensuring smooth onboarding and activation of IMS products. 

Technical Troubleshooting & Investigations 
• Conduct database and log file investigations to diagnose and resolve technical issues related to trip data, scoring accuracy, or device functionality. 
• Troubleshoot and analyse customer-reported issues using IMS’s technical infrastructure, including AWS and Linux-based environments. 
• Work closely withsoftwaredevelopment teams and senior support specialists to resolve complex issues. 
•Monitor system logs and customer data streams,identifying trends and potential 
improvements in product performance. 
 

Process Improvement & Collaboration 
• Raise bug reports, feature requests, and service tickets to the development team or senior support specialists. 
•Identify recurring technical issues and process inefficiencies, recommending automation or optimisation strategies. 
• Provide feedback on customer pain points and feature requests, supporting product development enhancements. 
 

Key Requirements 

We know you will have a wide skill set, but to thrive in this role, we think you will need:

• STEM graduateorhands-onexperience supporting customerswith technical issues (hardware or software). 

• Strong written communication skills with the ability to handle enquiries with professionalism and clarity. 

• Technically adept with the ability to learn new systems quickly. 

• Ability to work independently with limited supervision,demonstrating strongproblem-solving capabilities. 

• Strong organisational skills, with the ability to work under pressure in a fast-paced environment whilemaintaining a high standard of service. 

Why should you join us?

• Flexible holiday scheme (unlimited vacation) to really make the most of your time and wellbeing. 

• 'Work From Anywhere' Policy - workalmost anywhere in the world for 30 days per year! 

• Employee Assistance Program and an enhanced maternity/paternity package 

• We want to see you grow and dogreat things!We’re committed to your personal and professional development. 

• Full on-the-job training with funded training opportunities. 

• Auto-Enrolment Pension & Private Medical Insurance. 

• Cycle to Work and Car Maintenance Salary Sacrifice discounts! 

• Kudos Hub - a peer-to-peer recognition system, where you can recognise others using points. These points can be collected and redeemed against a huge catalogue of rewards. 

• We’re an innovative technology leader with plans for growth in the global telematics industry. These are some exciting times! 

Join us as we continue to shape the future of mobility.