Customer Support Specialist

hace 3 semanas

Monterrey, Nuevo León, México Vontier A tiempo completo

Job Overview

The Customer Support Specialist is responsible for managing and addressing all incoming inquiries through various channels, ensuring exceptional service delivery to our clients. This role involves collaborating directly with customers to diagnose and resolve their concerns promptly and efficiently, while escalating issues to relevant internal teams when necessary. The ideal candidate will work closely with the Advanced Technical Support team to achieve daily objectives, utilizing provided software tools and fostering interdepartmental collaboration. Our primary focus is to achieve first contact resolution.

Key Responsibilities

· Handle customer requests via phone, email, and chat, analyzing each request to provide the necessary information or direct it to the appropriate department.

· Deliver client support and resolve technical issues through various electronic mediums.

· Address basic technical support inquiries [Tier 1], which may involve troubleshooting login issues, uninstalling or reinstalling software applications, verifying hardware setups, and assisting with user credential setups.

· Collect customer information to identify issues by analyzing symptoms and determining the root cause.

· Ensure accurate identification of customer objectives to avoid misdirected efforts on symptoms rather than underlying problems.

· Gather comprehensive information from contacts, including basic details such as contact information, fleet details, and full problem descriptions.

· Record all relevant details accurately in the designated systems, including completing necessary fields in the relevant platforms and notifying affected parties of any changes.

· Contact customers when additional information is needed that was not provided during the initial interaction.

· Ensure the correct hardware configuration is applied and report any outdated firmware to the second-tier support team.

· If immediate resolution is not possible or if the issue is identified as Tier 2, initiate the handover process, ensuring all relevant information is documented and communicated to the second-tier support desk.

· Maintain customer records by continuously updating details in the relevant platforms, ensuring accuracy at all times.

· Monitor compliance with service agreements to mitigate legal challenges.

· May participate in after-hours technical support on a rotational basis, depending on operational needs.

· Conduct effective performance appraisals with team members on a quarterly, mid-year, and yearly basis.

· Facilitate regular catch-ups to review past performance, discuss challenges, and plan for future objectives.

· Support individual career and succession planning within the team.

· Utilize effective recruitment processes to build the team as needed.

· Implement performance management processes when required.

· Provide coaching to team members to promote continuous growth and explore alternative strategies for achieving outcomes.

· Recognize and highlight the contributions of each team member.

· Collaborate with team members to identify areas for further training and development, establishing plans to achieve these goals.

· Drive productivity improvements through measurable development of individual associates.

Required Skills / Qualifications

· Minimum of 2 years of experience in customer support via phone and email.

· Ability to work independently.

· Positive and enthusiastic attitude.

· Strong organizational and interpersonal skills.

· High attention to detail and ability to multitask effectively.

· Willingness to take ownership and be accountable for outcomes.

· Ability to work with a diverse range of individuals, managing challenges in a constructive manner.

· Excellent written and verbal communication skills, capable of engaging effectively at all levels.

· Strong customer service orientation with experience managing multiple stakeholders.

· High motivation, drive, and enthusiasm.

· Flexibility to work shifts between 6:00 am and 10:00 pm.

Preferable Skills & Experience

· Experience with GPS products and mobile devices is advantageous.

· Passion for career advancement and personal growth.

About Vontier

Vontier is a leading software-as-a-service (SaaS) provider specializing in location-based technology and services for managing mobile assets. Our innovative solutions deliver enhanced visibility into real-time insights and analytics, empowering businesses to make informed decisions that drive productivity and profitability. We manage and track over 500,000 vehicles and assets for more than 40,000 companies globally.

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