Service Desk Agent

hace 7 días


Monterrey, Nuevo León, México Vontier A tiempo completo

Job Overview

The Service Desk Agent is responsible for providing exceptional customer service by resolving technical issues and answering questions via phone, email, and chat. This role requires strong communication and problem-solving skills to ensure timely and efficient resolution of customer inquiries.

Responsibilities and Duties

• Receive and analyze customer requests, providing information or routing to the proper department as needed.

• Provide technical support and issue resolution via email, phone, and other electronic mediums.

• Manage and resolve Tier 1 technical support requests, including troubleshooting methods such as resolving login problems and setting up new user credentials.

• Gather customer information and determine the underlying problem or root cause of the issue.

• Ensure accurate recording of customer interactions and relevant details in the correct format.

• Initiate handover process for Tier 2 support requests and maintain customer records by updating customer details in Teletrac Navman's platforms.

Required Skills / Qualifications

• 2+ years of experience providing customer support over the phone and email.

• Ability to work autonomously and positively.

• Strong organizational and interpersonal skills.

• High attention to detail and ability to multitask.

• Willingness to take ownership and achieve a good outcome for all stakeholders.

• 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.

About Vontier

Vontier 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, Vontier helps companies make better business decisions that enhance productivity and profitability.


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