*job overview*
*responsibilities and duties*
*preferable skills & experience*
- 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- where required, ensuring that the correct hardware config is applied, and to report if any of the firmware is out of date to the 2nd tier support team.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
- 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 is a software-as-a-service (saas) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. We track, measure and optimise vehicles, equipment and light assets to revolutionize your business with fleet management software.
tipo de puesto: tiempo completo
sueldo: $18,000.00 - $20,000.00 al mes
lugar de trabajo: remoto híbrido en 64780, 18 de marzo, n. L.