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.
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.
