Senior Service Desk Agent

Large Service Desk Agent

The Large Service Desk Agent's responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service for our large 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 Tier 2 and 3 teams to obtain the best possible outcome for the customer and the company. 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.

Responsibilities:

• Dealing with and resolving large customer queries quickly with a friendly and efficient manner, often under pressure.
• Identifying the need to escalate more complex queries to the relevant teams or departments.
• Liaising with customers directly via telephone and e-mail.
• Attending customer meetings when required to assist CSS and/or the customer.
• Developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved or whether it requires escalation.
• Working within SLA's – Ticket Resolution Times, Call Handling Times.
• Ensuring excellent customer service and support throughout.
• Updating and managing the CRM tool for all customer issues.
• Liaising with internal teams to find resolutions for customer issues.
• Attend, contribute and present at team meetings and other internal events.
• Work tirelessly to achieve team targets relating to retention and growth.
• Maintain a knowledge base of product and solution features/functionality of competitor and own products.
• 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).

Qualifications:

• 2+ years of work experience providing customer support over the phone and email.
• Strong analytical and problem-solving skills are required to diagnose, troubleshoot, and resolve issues.
• Ability to work autonomously, to plan, organize, prioritize, and resolve problems in a timely manner.
• 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 building successful working relationships.
• Strong written and verbal communication skills with the ability to communicate effectively at all levels in a fast-paced environment.
• Passionate customer service orientation with experience in managing multiple stakeholders.
• High level of motivation, drive, and enthusiasm.
• Strong PC troubleshooting skills: familiarity with Microsoft Office (Word, Excel and Outlook).
• Desirable: Experience with GPS products and mobile devices advantageous.
• Passionate career aspiration, with the ability and drive to seek new opportunities and personal growth.

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 technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry. With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment. Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future. Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally. Together, let's power the way the world moves!