Service Desk Agent

hace 4 meses

Monterrey, México Teletrac Navman A tiempo completo

Teletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. As a key member of the Service Desk team, you will have the opportunity to work with a team of experienced and skillful agents to improve the quality of our customer service.

**Responsibilities and Duties**
- Gather customer information and determine a customer’s issue by analyzing 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.
- 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- Where required, ensure that the correct hardware Config is applied, and report if any of the firmware is out of date to the 2nd Tier support team.
- 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.
- Organize 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, and 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
- Recognize and promote the value each team member brings to the team
- Work with associates to isolate areas they feel 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).
- 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 building 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 12:00 am - 8:00am

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

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