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 the 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.

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 [Tier 1] 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. Ensuring.
• 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.
• Ensuring 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• Where required, ensuring that the correct hardware Config is applied, and to report if any of the firmware is out of
date to the 2nd Tier support team.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.
• Organise and conduct effective quarterly, mid-year and yearly performance appraisals with associates. 
• Instigate more regular catch ups if required to look back over past work, how they coped/handled requirements, 
what went well, what could be improved, to look ahead to see what needed to be done and the desired level of 
support. 
• Drive individual career planning and succession planning within the team
• Ensure the effective and robust use of Teletrac Navman recruitment processes to build the team as and when 
required
• Ensure the effective and robust use of Teletrac Navman performance management processes when required
• Provide effective coaching for the team to ensure they are continually growing and being conscious of other ways 
to achieve an outcome 
• Recognise and promote the value each team member brings to the team
• Work with associates to isolate areas they feel they would benefit from more training and development and 
establish a plan to achieve with them.
• Obtain productivity improvements through the measurable development of individual associates (reflects the 
investment). 

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Required Skills / Qualifications

• 2+ year of work experience providing customer support over the phone and email
• Ability to work autonomously 
• Positive and enthusiastic approach and attitude 
• Strong organizational and interpersonal skills 
• High attention to detail and a strong ability to multitask 
• Willingness to take ownership, be held accountable and achieve a good outcome for all stakeholders
• Able to work with a diverse array of people, challenging in a non-confrontational way and builds successful 
working relationships
• Strong written and verbal communication skills with the ability to communicate effectively at all levels
• Passionate customer service orientation with experience in managing multiple stakeholders
• High level of motivation, drive, and enthusiasm.
• Ability to work shifts between 2:00 - 11-00 pm.
Preferable Skills & Experience
• Experience with GPS products and mobile devices advantageous
• Passionate career aspiration, with the ability and drive to seek new opportunities and personal growth

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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.

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.  

Teletrac Navman is a Vontier company. 

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