**Key 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.
- 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).
**WHO YOU ARE (Qualifications)**
- 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.
**WHO IS TELETRAC NAVMAN**
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 is a Vontier company.
**WHO IS VONTIER**
**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 who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.
**Together, let’s enable the way the world moves!