Customer Support Specialist

hace 1 semana

Monterrey, Nuevo León, México Vontier A tiempo completo

About the Role:

The Service Desk Agent role encompasses logging and handling all incoming calls, e-mails, and chats while providing excellent customer service. This involves working directly with customers to troubleshoot and resolve their issues in a timely and efficient manner and escalating cases to other internal departments when necessary.

Responsibilities:

  • Receive customers' requests by telephone or email, analyses request, provides information requested or ascertains who best can provide the information, and routes the request to the proper department.
  • Provide client support and technical issue resolution via email, phone and other electronic medium.
  • Manage and resolve straightforward technical support requests and problems which could include troubleshooting methods such as resolving login problems, uninstalling/reinstalling basic software applications, verification of proper hardware, setup of new user credentials and software set up and assistance with navigating around applications.
  • Gather customer information and to determine a customer's issue by analysing symptoms and figuring out the underlying problem / root cause.
  • Ensure 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.
  • That 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.
  • Ensure 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  • Where required, ensuring that the correct hardware Config is applied, and to report if any of the firmware is out of date to the 2nd Tier support team.
  • Where immediate resolution is not attainable, or at such a time it becomes apparent that a customer issue is Tier 2, initiate the handover process, including [but not limited to] completing all relevant information in Teletrac Navman's platforms, SAP and/or the CRM and such ticket or item being emailed to the 2nd Tier support desk.
  • 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.

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