Service Desk Team Lead

hace 2 días


Monterrey, Nuevo León, México Teletrac Navman A tiempo completo
{"Job Overview": "As a Senior Service Desk Agent at Teletrac Navman, you will play a critical role in ensuring the highest level of customer satisfaction by providing timely and effective support to our customers. Your primary responsibility will be to gather customer information, analyze symptoms, and identify the underlying problem or root cause. You will also be responsible for ensuring that all relevant details are recorded in the correct format, including completing notes fields in Teletrac Navman's relevant platform and SAP/CRM. Additionally, you will be required to contact customers to ascertain data omitted during the initial contact and ensure that the correct hardware configuration is applied.

Responsibilities and Duties:

* Gather customer information and determine the customer's issue by analyzing symptoms and identifying the underlying problem or root cause.
* Ensure that all relevant details are recorded in the correct format.
* Contact customers to ascertain data omitted during the initial contact.
* Ensure that the correct hardware configuration is applied.
* Maintain customer records by continually updating customer details in Teletrac Navman's platforms.
* Avoid legal challenges by monitoring compliance with service agreements.
* May be required to assist with after-hour technical support on a rotational basis.
* Organize and conduct effective quarterly, mid-year, and yearly performance appraisals with associates.
* Instigate more regular catch-ups to review past work, identify areas for improvement, and plan for future support.
* Drive individual career planning and succession planning within the team.
* Ensure the effective and robust use of Teletrac Navman recruitment processes.
* Provide effective coaching for the team to ensure they are continually growing and developing.
* Recognize and promote the value each team member brings to the team.
* Work with associates to identify areas for training and development and establish a plan to achieve.
* Obtain productivity improvements through the measurable development of individual associates.

Required Skills / Qualifications:

* 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.
* Ability to work with a diverse array of people, challenging in a non-confrontational way, and build 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 growth.
"}

  • Monterrey, Nuevo León, México Optimas Solutions A tiempo completo

    Job Summary:The IT Service Desk Team Leader plays a pivotal role in providing technical leadership and support for a team of service desk agents to provide high-quality technical support and maintain the efficiency of an organization's IT systems. This position combines technical expertise with leadership skills to ensure a well-organized, responsive, and...


  • Monterrey, Nuevo León, México Cover Desk A tiempo completo

    {"title": "Customer Service Representative - Bilingual Support", "content": "**About Cover Desk**:Cover Desk is a leading provider of virtual assistants to the insurance industry, helping agencies grow and thrive. We offer a unique opportunity for bilingual customer service representatives to work with US-based insurance agencies, providing exceptional...


  • Monterrey, Nuevo León, México Cover Desk A tiempo completo

    About Cover DeskCover Desk is a leading provider of virtual assistant services to the insurance industry, connecting highly educated and talented virtual assistants with independent insurance agencies to help them grow and thrive.Job ScopeAs a virtual assistant to Cover Desk, you will represent and support a US-based insurance agency as their Bilingual...


  • Monterrey, Nuevo León, México British American Tobacco A tiempo completo

    ROLE PROFILEJob Title: Customer Service Team LeadLocation: GlobalROLE SUMMARYThe Customer Service Team Lead is responsible for leading a team of customer service representatives to deliver exceptional service to our customers. The team is dedicated to providing multi-channel support and ensuring a world-class customer experience.Key Responsibilities:Lead,...


  • Monterrey, Nuevo León, México British American Tobacco A tiempo completo

    {"title": "Engagement Centre Supervisor", "description": "**ROLE PROFILE****JOB TITLE: Engagement Centre Supervisor*****ROLE SUMMARY****As a key member of our Engagement Centre team, you will be responsible for leading and supervising a team of customer service representatives to deliver exceptional service to our consumers and distributors in the...


  • Monterrey, Nuevo León, México Cover Desk A tiempo completo

    About Cover DeskCover Desk is a leading provider of virtual assistant services to the insurance industry, connecting highly educated and talented virtual assistants with independent insurance agencies to help them grow and thrive.Job ScopeAs a virtual assistant to Cover Desk, you will represent and support a US-based insurance agency as their Bilingual...

  • Service Desk Agent

    hace 1 semana


    Monterrey, Nuevo León, México Teletrac Navman A tiempo completo

    **Job Summary**We are seeking a highly skilled and motivated Service Desk Agent to join our team at Teletrac Navman. As a Service Desk Agent, you will be responsible for providing exceptional customer service and technical support to our clients.**Key Responsibilities**Troubleshoot and resolve technical issues with our proprietary software and hardware using...


  • Monterrey, Nuevo León, México Midas International, Llc A tiempo completo

    **About Midas International, Llc**Midas International, Llc is a leading provider of automotive services, committed to delivering exceptional customer experiences through our team of skilled professionals.**Job Summary**We are seeking an experienced Automotive Service Manager to lead our service department and drive business growth. As a key member of our...


  • Monterrey, Nuevo León, México Hro A tiempo completo

    Job Title: Service DeskWe are seeking a skilled Service Desk Agent to provide exceptional customer service and technical support to our clients. As a key member of our team, you will be responsible for answering inbound calls, responding to inquiries, and resolving technical issues in a timely and professional manner.Key Responsibilities:Answer inbound calls...


  • Monterrey, Nuevo León, México oilandgas A tiempo completo

    Job Title: IT Service Desk TechnicianWe are seeking a highly skilled and motivated IT Service Desk Technician to join our team. As a key member of our Corporate IT department, you will be responsible for providing exceptional technical support to our internal customers.Key Responsibilities:Respond to incoming calls and Service Desk tickets, diagnosing and...


  • Monterrey, Nuevo León, México Dyopath A tiempo completo

    {"title": "Service Desk Level 1 Analyst", "description": "About the RoleDYOPATH, a leading Managed Service Provider (MSP), is seeking a skilled Service Desk Level 1 Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional technical support to our clients, ensuring high customer satisfaction, and maintaining...


  • Monterrey, Nuevo León, México Azka It Consulting A tiempo completo

    **About Azka It Consulting**Azka It Consulting is a Mexican company that specializes in connecting top IT talent with leading companies in Latin America and the United States.**Job Title: Network Access Service Delivery Team Lead**We are seeking a highly skilled and experienced professional to lead our Network Access Service Delivery Team.**Key...


  • Monterrey, Nuevo León, México Ge Corporate A tiempo completo

    Job Summary:Ge Corporate is seeking a skilled Service Desk Associate II to join our team. As a key member of our IT support team, you will be responsible for providing high-level technical support to our customers, resolving complex technical issues, and collaborating with internal teams to ensure seamless service delivery.Key Responsibilities:Perform...

  • Sales Team Lead

    hace 2 semanas


    Monterrey, Nuevo León, México Esab A tiempo completo

    **Job Summary:**We are seeking a highly skilled Sales Team Lead to join our team at Esab. As a Sales Team Lead, you will be responsible for promoting our contractual offers, retrofits, and spare packages to our customers. You will work closely with our Service Managers and Aftermarket Sales team to achieve sales targets and provide exceptional customer...


  • Monterrey, Nuevo León, México Workplace Options A tiempo completo

    **About Workplace Options**Workplace Options is a leading provider of holistic wellbeing solutions, dedicated to supporting individuals and organizations worldwide. With a global network of credentialed providers and professionals, we deliver high-quality care to millions of individuals across 116,000 organizations in over 200 countries and territories.**Job...


  • Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting: Network Access Service Delivery Team LeadAzka IT Consulting is a leading IT consulting firm that connects top talent with Latin American and US companies. We are seeking a highly skilled Network Access Service Delivery Team Lead to join our team.Key Responsibilities:Manage a team of IT engineers to deliver network services within...


  • Monterrey, Nuevo León, México Optimas Solutions A tiempo completo

    Job SummaryWe are seeking a highly motivated and driven Customer Service Team Lead to join our team at Optimas Solutions. As a key member of our Customer Support Team, you will be responsible for leading a team of Customer Service Representatives in their day-to-day job execution efforts and maintaining your own accounts.Main ResponsibilitiesAct as...


  • Monterrey, Nuevo León, México Azka IT Consulting A tiempo completo

    Azka IT Consulting is a leading IT consulting firm that connects top talent with Latin American and United States companies.We are seeking a highly skilled Network Access Service Delivery Team Lead to join our team.Key Responsibilities:The successful candidate will be responsible for managing a team of IT engineers to deliver network services within...

  • Sales Team Lead

    hace 8 horas


    Monterrey, Nuevo León, México Mondelēz International A tiempo completo

    About the RoleWe are seeking a highly skilled and experienced Sales Team Lead to join our team at Mondelēz International. As a Sales Team Lead, you will be responsible for leading a team of sales representatives to achieve sales targets and deliver exceptional customer service.Key ResponsibilitiesManage and develop a team of sales representatives to achieve...


  • Monterrey, Nuevo León, México Afni, Inc. A tiempo completo

    Job Title: Contact Center SupervisorAt Afni, Inc., we're seeking a highly skilled Contact Center Supervisor to join our team in Industrial -Monterrey, Nuevo León. As a key member of our customer service team, you'll be responsible for supervising and developing a team of call center agents, driving performance, building a team, and helping develop...