Service Desk Team Lead
hace 2 días
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.
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