Software Engineer

This role is within the Global Service Delivery Team, whose overall purpose is to provide a brilliant, efficient, and effective service which is low cost and scalable, ensuring:

• That the products remain in good working condition and continue to generate the
• The accuracy of the tracking and risk management data.
• Provide a single point of contact for all inbound enquiries and issues
• The purpose of the Customer Service Desk Agent role is to deliver the IMS products to
• customers, keep them working, validate the data produced and provide a seamless
• customer journey to issue resolution.

Specific Responsibilities and Accountabilities:

The Customer Service Desk Agent is a vital component of the business, responsible for:
• Managing incoming customer queries allocating them to appropriate fulfillment
solutions and enabling completed tickets to be effectively communicated
• Arranging for new enrollments to go ahead as planned.
• Provide 1st response resolution to queries related to IMS products where applicable
• Reviewing data produced by the device to ensure that it is accurate.
• Provide a single point of contact for customers via multi-channel methods and create
a seamless transition to appropriate resolution teams

Essential

• Experience working in a contact centre or service desk environment
• Experience in a customer facing role
• Great written communication, verbal communication, and telephone manner.
• Ability to work independently with limited supervision.
• Experience across a wide range of IT systems with a proven capability to learn new systems
quickly
• Strong organizational skills and the ability to work well under pressure in a busy
environment with a focus on delivering great customer service.

Desired

• 
  Previous experience working with Insurance or data products
  Previous experience of analysing and interpreting large data sets
• ITIL foundation certified or aware
• Fluent in Spanish, verbally and written word
  Key Internal and External Relationships:
• Internal –
• All levels within the Service Delivery Team
  Customer Sales and Account Management
  IT and Supply Chain Departments
•  External
  Customer and Suppliers Knowledge, Skills & Experience
  
  

Other Contextual Information/Special Features:

Due to the geographical nature of the role, availability outside normal Canadian or UK hours may be required

Why should you join us? 

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

• Flexible remote working options
• 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
• Funded training opportunities and a dedicated online learning platform
• Management coaching programs
• Corporate Gym Membership
• Auto- Enrolment Pension & Private Medical Insurance
• Cycle to Work and Car Maintenance Salary Sacrifice discounts!
• Discounted Employee Mobile Phone contract
• Kudos Hub - a peer-to-peer recognition system, where you can recognize others using points. These points can be collected and redeemed against a huge catalog of rewards

Plus More! 

Please note all Offers of Employment with IMS are subject to reference including Criminal Disclosure checks and role-specific background checks.

Even if you do not meet all of the above criteria, please consider applying! If you have any questions, do not hesitate to get in touch with our HR team, at hr@ims.tech