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Responsibilities and Duties
- Support in the oversight of all Service Desk systems activity and compliance, ensuring accurate and timely data entry.
- Assist with process definition, implementation, and improvements to ensure Service Desk and Verifications meets contractual and customer expectations.
- At all times drive to increase the ability of the Service Desk to resolve requests under the SLA established per priority.
- Conduct quality audits both with ticket / data entry and call quality. Coach, and encourage continuous improvement for all operational aspects to achieve optimum performance
- Ensure company processes and procedures relating to both customer support are adhered to, proactively monitoring and reporting on compliance of the Service Desk.
- Ensure customer support SLA's are met for all customer with defined contractual obligations.
- Maintain control of KPI goals (CSAT, SDR (MTTR), Backlog and share data analysis in Daily Management
- Measure performance with operations daily productivity KPIs such as abandon rate, speed answer, etc.
- Report on customer support teams' performance against goals/ metrics and take appropriate action to ensure expected results are achieved
- Monitor and manage US Support queues compliance and activity, ensuring the appropriate levels of activity to meet customer demand.
- Perform administrative functions such as vacation scheduling, roaster and attendance, employee performance tracking, daily management board (QDIP) maintenance, and applicable countermeasure action.
- Keep senior management informed about recurring issues or problems.
- Develop new process improvements and use technology to increase efficiency in existing operative processes.
- Assist in the ownership of Service Desk customer escalations, ensuring a high level of customer service.
- Maintain an indepth knowledge of Teletrac Navman's products and solutions, and be seen as a point of authority in terms of product knowledge
- Provides afterhours oncall support as needed.
- Set clear annual objectives for their team and individual weekly action plans for improvement.
Establish and maintain positive and effective working relationships with all team members.
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Be able to work cross functionally, and have difficult conversations when needed
- 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.
- Drive individual employees 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
- 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).
- Selfmotivated individual and ability to motivate others in reaching team goals.
- Feedback and Product expert
- Discipline, Accountable and Responsible
- Proactive
- Strong customer service skills as it's expected to handle escalations both external and internal, and problemsolving skills.
- 1+ year of work experience in supervisory and leadership roles.
- Strong PC troubleshooting skills: familiarity with Microsoft Office (Word, Excel and Outlook)
- Excellent communication skills, both verbal and written.
- Ability to plan, organize, prioritize and resolve problems in a timely manner.
- Ability to effectively multitask in a fastpaced environment.
- Strong analytical skills are required to diagnose, troubleshoot, and resolve issues.
- Minimum of 2 years prior help desk experience.
- Bilingual (English/Spanish) mandatory
- Passionate customer service orientation with experience in managing multiple stakeholders
- Strong written and verbal communication skills with the ability to communicate effectively at all levels
- Ability to work autonomously
- Positive and enthusiastic approach and attitude
- Strong organizational and interpersonal skills
- 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 nonconfrontational way and builds successful working relationships.
- 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 growth
