Customer Service Desk Technician

Customer Service Desk Technician

IMS Ltd is a leading mobile telematics company serving the insurance industry, providing data source-agnostic solutions through our IMS platforms. Our technology enables insurers to collect driving data cost-effectively while helping customers improve their driving behavior and reduce risk.

The Customer Service Desk Technician is responsible for ensuring IMS products are successfully delivered to customers, remain fully operational, and generate accurate tracking and risk management data. Acting as a Tier 2 support specialist, this role provides technical troubleshooting, issue resolution, and data validation to ensure a seamless customer experience.

Working within the Customer Operations Team, the Customer Service Desk Technician serves as a single point of contact for inbound technical enquiries, ensuring that customer issues are handled efficiently while maintaining low-cost, scalable, and high-quality service delivery.

Key Responsibilities:

• Manage incoming customer queries, allocating them to appropriate fulfillment solutions and ensuring timely communication of resolutions.
• Provide Tier 2 technical support, handling escalations beyond standard customer service inquiries.
• 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.
• Raise bug reports, feature requests, and service tickets to the development team or senior support specialists.
• Support customer enrollments, 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 analyze customer-reported issues using IMS's technical infrastructure, including AWS and Linux-based environments.
• Work closely with development teams and senior support specialists to escalate and resolve complex issues.
• Monitor system logs and customer data streams, identifying trends and potential improvements in product performance.

Process Improvement & Collaboration:

• Ensure all customer interactions and resolutions are properly documented and recorded, contributing to continuous improvement initiatives.
• Collaborate with Product, Engineering, and Development teams to enhance product reliability and support processes.
• Identify recurring technical issues and process inefficiencies, recommending automation or optimization strategies.
• Provide feedback on customer pain points and feature requests, supporting product development enhancements.

Essential Qualifications & Experience:

• Experience in a contact center or service desk environment, preferably in a technical support role.
• Proven ability to provide customer-facing technical support, handling inquiries with professionalism and clarity.
• Strong verbal and written communication skills, with an excellent telephone manner.
• Ability to work independently with limited supervision, demonstrating strong problem-solving capabilities.
• Experience working with IT systems, troubleshooting tools, and database environments, with a proven ability to learn new systems quickly.
• Strong organizational skills, with the ability to work under pressure in a fast-paced environment while maintaining a high standard of service.
• Hands-on experience troubleshooting and investigating issues in an AWS environment.
• Linux database experience, including query execution and log analysis.
• Experience working in a second-line support role, handling escalated technical inquiries.
• Previous experience with insurance, mobility, or data-driven products.

Bonus Qualifications:

• Experience analyzing and interpreting large datasets, identifying trends, and troubleshooting anomalies.
• ITIL Foundation certification or awareness of ITIL service management principles.
• Basic understanding of Spanish (written and verbal) for handling multilingual customer inquiries.
• 3+ years of experience in a technical support or service desk role.

Other Contextual Information:

• Requiring on-site presence for team support and collaboration.
• Due to the geographical nature of IMS's customer base, availability outside standard hours may occasionally be required.

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

At IMS, we are proud to be a diverse, disability-friendly, and inclusive workplace. We believe innovation thrives through diversity of thought, background, and experience. If you're passionate about what we're building and feel you could make a meaningful contribution—even if you don't meet every qualification—we strongly encourage you to apply. IMS is an equal opportunity employer, and we are committed to creating a supportive environment where everyone can thrive. For any questions, please reach out to our HR team.