Service Desk Agent ANZ

hace 4 meses

Monterrey, México Vontier A tiempo completo
JOB DESCRIPTION

The Service Desk Agent responsibilities include logging and handling all incoming calls, e-mails and chats while providing excellent customer service for our customers. 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. This team player will work closely with Advanced Technical Support team to obtain daily goals. Software tools are also provided to obtain these goals along with collaboration with other departments within the company. First contact resolution is our primary goal.

Troubleshoot Teletrac Navman's proprietary software and hardware using necessary tools.
Provide technical assistance and support for incoming inquiries and issues related to Teletrac Navman's hardware and software applications.
Addresses and resolves issues and requests; documents all incidents and requests; engages Advanced Technical Support team to resolve incidents that are beyond the scope of their ability or knowledge.
Answer and handle an average of 20 customer calls per day.
Handle incoming customer email inquiries and chats in a timely manner.
Update and manage queue to comply with Advanced Technical Support team, take ownership of created cases and conduct close follow up until resolution.
When necessary, escalate complex trouble cases to Advanced Technical Support team.
Builds general knowledge of Teletrac Navman's proprietary products, increasing ability to resolve requests on first contact.
Adheres to and supports standards, policies, and procedures.
Provides after hours on call support as needed.

Minimum of 2 years prior help desk experience a plus.
Strong customer service, and problem-solving skills.
Strong PC troubleshooting skills: familiarity with Microsoft Office (Word, Excel and Outlook)
Excellent communication skills, both verbal and written.
Ability to plan, organize, prioritize and resolve problems in a timely manner.
Highly motivated individual.
Ability to effectively multi-task in a fast paced environment.
Strong analytical skills are required in order to diagnose, troubleshoot, and resolve issues.
Wireless, GPS, Fleet industry knowledge a plus.
Bilingual (English/Spanish) a plus.

Vontier is our parent company. With more than $6 billion in annual revenues, Vontier's well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and speciality, and franchise distribution.

Future cities are smarter cities, and they need infrastructure and tools for advanced mobility, reliability, safety, efficiency, and quality of life. Vontier is ready to build that future.
We are a global industrial technology company focused on smarter transportation and mobility. Our portfolio is built on market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. United by a vibrant, inclusive culture and our proven business system, our 8,000+ team members are mobilizing the future to create a better world.
Ready to advance pioneering solutions for intelligent diagnostics, electric vehicles, and smart cities? Move your career forward at Vontier.

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