Senior Service Desk Agent (US)

Hennessy Industries; Monterrey; Híbrido; USD 25,000 - 45,000; Jornada completa

Descripción de la vacante

An innovative company seeks a Service Desk Agent to provide exceptional customer support. In this role, you will handle calls, emails, and chats, ensuring swift resolutions for customer inquiries. You will collaborate with various teams to enhance customer satisfaction and maintain service levels. This position offers the opportunity to work in a dynamic environment where your analytical and problem-solving skills will shine. Join a forward-thinking organization that values continuous improvement and provides you with the tools to succeed.

Formación

• 2+ years of customer support experience over phone and email.
• Strong analytical skills to diagnose and resolve issues.

Responsabilidades

• Log and handle incoming calls, emails, and chats efficiently.
• Resolve customer queries and escalate complex issues when necessary.

Conocimientos

Customer Support

Analytical Skills

Problem-Solving

Communication Skills

Organizational Skills

Multitasking

PC Troubleshooting

Educación

High School Diploma

Bachelor's Degree (Desirable)

Herramientas

Microsoft Office

CRM Tools

Descripción del empleo

What you will do

The 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 and Duties

• 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

• 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)
• Ability to work shifts between 6:00 am to 10:00 pm.

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 visitteletracnavman.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

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