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 makes driving  - Safer. Smarter. Greener. 

 

Job Description 
 
The Customer Service Desk Technician is responsible for ensuring IMS products are successfully enrolled with our customers, remain fully operational, and generate accurate tracking and risk management data. Acting as a Tier 2 support specialist, you will be instrumental in providing technical 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 while maintaining high-quality service delivery. 

 

This role is ideal for a technically-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 are seeking to transition to a business-to-business environment. 
 

Key Responsibilities 

Customer Support & Issue Resolution 
• Manage incoming customer queries, by allocating them to appropriate fulfilment solutions and providing Tier 2 technical support for more complex or escalated issues. 
• Conduct investigations into tracking and risk management data to identify and resolve issues with IMS products and services. 
• Perform detailed data validation, ensuring the accuracy of tracking, scoring, and device performance metrics. 
• Support business client enrolments, 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 with software development 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 graduate or hands-on experience supporting customers with 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 strong problem-solving capabilities. 

• Strong organisational skills, with the ability to work under pressure in a fast-paced environment while maintaining 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 - work almost 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 do great 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.