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Service Desk Specialist
hace 1 mes
Job Overview
The Service Desk Agent role at Vontier involves providing exceptional customer service to clients through various communication channels, including phone, email, and chat. As a key member of our team, you will be responsible for troubleshooting and resolving technical issues in a timely and efficient manner, escalating cases to internal departments when necessary. This role requires strong organizational and interpersonal skills, as well as the ability to work autonomously and as part of a team.
Responsibilities and Duties
Receive and analyze customer requests, providing information or routing them to the appropriate department.
Provide technical support and issue resolution via email, phone, and other electronic mediums.
Manage and resolve straightforward technical support requests, including troubleshooting methods such as resolving login problems, uninstalling/reinstalling basic software applications, and verifying proper hardware.
Gather customer information to determine the underlying problem or root cause, ensuring accurate identification of the issue and efficient resolution.
Record all relevant details in the correct format, including notes and updates in Teletrac Navman's platforms and SAP/CRM.
Where necessary, contact customers to gather additional information or ensure timely resolution.
Maintain customer records by updating customer details in Teletrac Navman's platforms, ensuring accuracy at all times.
Monitor compliance with service agreements to avoid legal challenges.
May be required to assist with after-hour technical support on a rotational basis.
Required Skills / Qualifications
2+ years of experience providing customer support over the phone and email.
Ability to work autonomously and as part of a team.
Positive and enthusiastic approach and attitude.
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.
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.
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.
