Service Desk Agent - Monterrey, México - Teletrac Navman

Teletrac Navman

Empresa verificada

Monterrey, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Job Overview:

Responsibilities and Duties

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Where required, ensuring that the correct hardware Config is applied, and to report if any of the firmware is out of date to the 2nd Tier support team.
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, midyear 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).

-
Required Skills / Qualifications:

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 nonconfrontational 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 6:00am 10:00pm

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

**WHO IS VONTIER