Service Desk Agent
hace 2 semanas
Job Overview
The Service Desk Agent responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service for our customers. Working directly with customers to troubleshoot and resolve their issues in a timely and efficient manner and escalating cases to other internal departments when necessary. This team player will work closely with the Advanced Technical Support team to obtain daily goals. Software tools are also provided to obtain these goals along with collaboration with other departments within the company. First contact resolution is our primary goal.
Responsibilities and Duties
·Receive customers' requests by telephone or email, analyses request, provides information requested or ascertains who best can provide the information, and routes the request to the proper department.
·Provide client support and technical issue resolution via email, phone and other electronic medium.
·Manage and resolve straightforward technical support requests [Tier 1] and problems which could include troubleshooting methods such as resolving login problems, uninstalling/reinstalling basic software applications, verification of proper hardware, setup of new user credentials and software set up and assistance with navigating around applications.
·Gather customer information and to determine a customer's issue by analysing symptoms and figuring out the underlying problem / root cause. Ensuring.
·The correct identification of what the customer is trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem.
·That enough information is gathered from the contact and is not limited to the following criteria: basic information such as contact details, fleet detail, vehicle detail and full problem description.
·Ensuring that all relevant detail is recorded in the correct format, including but not limited to completing the notes field in Teletrac Navman's relevant platform, all relevant fields in SAP/CRM and notifying all relevant persons affected by these changes.
·Where appropriate, contact customers to ascertain data omitted during the initial contact
·Where required, ensuring that the correct hardware Config is applied, and to report if any of the firmware is out of date to the 2nd Tier support team.
·Where immediate resolution is not attainable, or at such a time it becomes apparent that a customer issue is Tier 2, initiate the handover process, including [but not limited to] completing all relevant information in Teletrac Navman's platforms, SAP and/or the CRM and such ticket or item being emailed to the 2nd Tier support desk.
·Maintain customer records by continually updating customer detail in Teletrac Navman's Platforms, ensuring accuracy at all times.
·Avoid legal challenges by monitoring compliance with service agreements.
·May be required to assist with after hour technical support on a rotational basis throughout the year, but not limited to this period as this would be dependent on the Operational requirements.
·Organise and conduct effective quarterly, mid-year and yearly performance appraisals with associates.
·Instigate more regular catch ups if required to look back over past work, how they coped/handled requirements, what went well, what could be improved, to look ahead to see what needed to be done and the desired level of support.
·Drive individual career planning and succession planning within the team
·Ensure the effective and robust use of Teletrac Navman recruitment processes to build the team as and when required
·Ensure the effective and robust use of Teletrac Navman performance management processes when required
·Provide effective coaching for the team to ensure they are continually growing and being conscious of other ways to achieve an outcome
·Recognise and promote the value each team member brings to the team
·Work with associates to isolate areas they feel they would benefit from more training and development and establish a plan to achieve with them.
·Obtain productivity improvements through the measurable development of individual associates (reflects the investment).
#LI-MO1
Required Skills / Qualifications ·2+ year of work experience providing customer support over the phone and email ·Ability to work autonomously ·Positive and enthusiastic approach and attitude ·Strong organizational and interpersonal skills ·High attention to detail and a strong ability to multitask ·Willingness to take ownership, be held accountable and achieve a good outcome for all stakeholders ·Able to work with a diverse array of people, challenging in a non-confrontational way and builds successful working relationships ·Strong written and verbal communication skills with the ability to communicate effectively at all levels ·Passionate customer service orientation with experience in managing multiple stakeholders ·High level of motivation, drive, and enthusiasm. ·Ability to work shifts between 6:00am – 10:00pm Preferable Skills & Experience ·Experience with GPS products and mobile devices advantageous ·Passionate career aspiration, with the ability and drive to seek new opportunities and personal growthTeletrac Navman is a leading software-as-a-service (SaaS) provider leveraging location-based technology and services for managing mobile assets. With specialized solutions that deliver greater visibility into real-time insights and analytics, Teletrac Navman helps companies make better business decisions that enhance productivity and profitability. Its fleet and asset management technology uncovers information that would otherwise go unseen, helping customers reduce risk and confidently move their business forward with certainty. It tracks and manages more than 500,000 vehicles and assets for more than 40,000 companies around the world. The company is headquartered in Glenview, IL, with additional offices in the United States, United Kingdom, Australia, New Zealand and Mexico. For more information visit
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