What you will do

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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.

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Responsibilities and Duties 

\n\nReceive 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.\nProvide client support and technical issue resolution via email, phone and other electronic medium.\nReceive 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.\nProvide client support and technical issue resolution via email, phone, and another electronic medium.\nManage 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.\nGather 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.\nEnsuring 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.\nWhere appropriate, contact customers via phone or the customer´s preferred method of contact to 
ascertain data omitted during the initial contact.\nWhere 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.\nWhere 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 \nTeletrac Navman’s platforms, SAP and/or the CRM and such ticket or item being emailed to the 2nd Tier 
support desk.\nMaintain customer records by continually updating customer detail in Teletrac Navman’s Platforms, always 
ensuring accuracy.\nAvoid legal challenges by monitoring compliance with service agreements.\nMay 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.\nOrganise and conduct effective quarterly, mid-year and yearly performance appraisals with associates. \nInstigate 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. \nDrive individual career planning and succession planning within the team\nEnsure the effective and robust use of Teletrac Navman recruitment processes to build the team as and 
when required.\nEnsure the effective and robust use of Teletrac Navman performance management processes when 
required.\nProvide effective coaching for the team to ensure they are continually growing and being conscious of 
other ways to achieve an outcome.\nRecognise and promote the value each team member brings to the team\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

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Who you are

\n\n2+ year of work experience providing customer support over the phone and email.\nAbility to work autonomously.\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 builds successful 
working relationships.\nStrong written and verbal communication skills with the ability to communicate effectively at all levels\nPassionate customer service orientation with experience in managing multiple stakeholders.\nHigh level of motivation, drive, and enthusiasm.\nAbility to work shifts between 6am – 10pm\n\n

Preferable Skills & Experience

\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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