Service Desk Agent (Monterrey)

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• Where required, ensuring that the correct hardware Config is applied, and to report if any of the firmware is out of date to the 2nd Tier support team.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

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 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 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