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.
\nProvide technical assistance and support for incoming inquiries and issues related to Teletrac Navman's hardware and software applications.
\nAddresses 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.
\nAnswer and handle an average of 20 customer calls per day.
\nHandle incoming customer email inquiries and chats in a timely manner.
\nUpdate and manage queue to comply with Advanced Technical Support team, take ownership of created cases and conduct close follow up until resolution.
\nWhen necessary, escalate complex trouble cases to Advanced Technical Support team.
\nBuilds general knowledge of Teletrac Navman's proprietary products, increasing ability to resolve requests on first contact.
\nAdheres to and supports standards, policies, and procedures.
\nProvides after hours on call support as needed.
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Minimum of 2 years prior help desk experience a plus.
\nStrong customer service, and problem-solving skills.
\nStrong PC troubleshooting skills: familiarity with Microsoft Office (Word, Excel and Outlook)
\nExcellent communication skills, both verbal and written.
\nAbility to plan, organize, prioritize and resolve problems in a timely manner.
\nHighly motivated individual.
\nAbility to effectively multi-task in a fast paced environment.
\nStrong analytical skills are required in order to diagnose, troubleshoot, and resolve issues.
\nWireless, GPS, Fleet industry knowledge a plus.
\nBilingual (English/Spanish) a plus.
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Teletrac Navman is a global, market leading software-as-a-service (SaaS) provider leveraging AI and machine learning to drive next generation mobile asset and fleet management. Powered by AI to turn real-time data into decisions, Teletrac Navman’s specialized solutions deliver businesses with simplified, smart, predictive and actionable insights to help enhance productivity and profitability. With headquarters in Orange County CA, we have additional offices in the United States, United Kingdom, Australia, New Zealand and Mexico. For more information visit: www.teletracnavman.com.

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.
\nWe 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.
\nReady to advance pioneering solutions for intelligent diagnostics, electric vehicles, and smart cities? Move your career forward at Vontier.
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