Senior Service Desk Agent (Night Shift)

Teletrac Navman; Monterrey; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology solutions provider in Monterrey seeks a Large Service Desk Agent to manage and resolve incoming customer queries and provide excellent support. The ideal candidate has at least 2 years of customer service experience, strong analytical skills, and the ability to work under pressure. The role involves logging customer interactions, troubleshooting issues, and collaborating with internal teams to achieve customer satisfaction. The work environment promotes personal growth and development.

Servicios

Collaborative work environment

Opportunities for personal growth

Formación

• 2+ years of work experience providing customer support over the phone and email.
• Ability to work autonomously, prioritize, and resolve problems.
• Strong verbal and written communication skills.

Responsabilidades

• Log and handle incoming customer queries via calls, emails, and chats.
• Resolve customer issues and escalate complex queries when necessary.
• Provide excellent customer service and update the CRM tool.

Conocimientos

Customer support

Analytical skills

Problem-solving

Organizational skills

Interpersonal skills

Written communication

Verbal communication

PC troubleshooting

Herramientas

Microsoft Office

Descripción del empleo

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.

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.
• 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).

WHO YOU ARE (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.
• Availability to work hours from 10:00 pm to 10:00 am.
• 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 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.

Who Is Vontier

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website 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 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!