What you will do

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The Service Desk Agent’s responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service for our large 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 the Tier 2 and 3 teams to obtain the best possible outcome for the customer and the company. 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.

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Responsibilities and Duties

\n\nDealing with and resolving large customer queries quickly with a friendly and efficient manner, often under pressure.\nIdentifying the need to escalate more complex queries to the relevant teams or departments.\nLiaising with customers directly via telephone and e-mail.\nAttending customer meetings when required to assist CSS and/or the customer.\nDeveloping product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved or whether it requires escalation.\nWorking within SLA’s – Ticket Resolution Times, Call Handling Times.\nEnsuring excellent customer service and support throughout.\nUpdating and managing the CRM tool for all customer issues.\nLiaising with internal teams to find resolutions for customer issues.\nAttend, contribute and present at team meetings and other internal events.\nWork tirelessly to achieve team targets relating to retention and growth.\nMaintain a knowledge base of product and solution features/functionality of competitor and own products.\nWork with associates to isolate areas they feel they would benefit from more training and development and establish a plan to achieve with them.\nObtain productivity improvements through the measurable development of individual associates (reflects the investment). \n\n

Who you are

\n\n2+ years of work experience providing customer support over the phone and email.\nStrong analytical and problem-solving skills are required to diagnose, troubleshoot, and resolve issues.\nAbility to work autonomously, to plan, organize, prioritize, and resolve problems in a timely manner.\nPositive and enthusiastic approach and attitude.\nStrong organizational and interpersonal skills.\nHigh attention to detail and a strong ability to multitask. \nWillingness to take ownership, be held accountable, and achieve a good outcome for all stakeholders.\nAble to work with a diverse array of people, challenging in a non-confrontational way and building successful working relationships.\nStrong written and verbal communication skills with the ability to communicate effectively at all levels in a fast-paced environment.\nPassionate customer service orientation with experience in managing multiple stakeholders.\nHigh level of motivation, drive, and enthusiasm.\nStrong PC troubleshooting skills: familiarity with Microsoft Office (Word, Excel and Outlook)\nAbility to work shifts between 6:00 am to 10:00 pm.\n\n

Desirable: 

\n\nExperience with GPS products and mobile devices advantageous\nPassionate career aspiration, with the ability and drive to seek new opportunities and personal growth\n

Who is Teletrac Navman

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Teletrac Navman’s goal is to empower the industries that transform and sustain our futures with simple and intelligent solutions that enhance the efficiency, safety, and sustainability of their operation. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud-based solutions that leverage AI to unlock the power of operational insight. 

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Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook IL. For more information visit teletracnavman.com.  

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Teletrac Navman is a Vontier company. 

Who is Vontier

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Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com

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