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Teletrac Navman
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Milton Keynes, Buckinghamshire
Customer Support Agent
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Job Type: Full-time |
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Overview
Teletrac Navman Teletrac Navman is a leading software-as-a-service (SaaS) provider leveraging location-based technology and services for managing mobile assets. With specialized solutions that deliver greater visibility into real-time insights and analytics, Teletrac Navman helps companies make better business decisions that enhance productivity and profitability. Its fleet and asset management technology uncovers information that would otherwise go unseen, helping customers reduce risk and confidently move their business forward with certainty. It tracks and manages more than 500,000 vehicles and assets for more than 40,000 companies around the world. The company is headquartered in Glenview, IL, with additional offices in the United States, United Kingdom, Australia, New Zealand and Mexico. For more information visit teletracnavman.com. We have an exciting opportunity within our Milton Keynes office for a Customer Support Advisor to join the team We are looking for somebody who is customer focused with excellent communication skills who is able to give the highest standard of care and support to our existing and new customer base. A team player attitude is essential as well as the ability to take ownership of all customer support enquiries to ensure the desired outcome is achieved. As part of the Customer Support team, you will be responsible for; Dealing with and resolving 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 Developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved at Tier 1 level 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 Reactively manage all 1-9-unit fleet customers’ accounts retention, renewal and customer account activities, to keep churn under annual targets and to deliver a best in class customer experience Maintain a knowledge base of product and solution features/functionality of competitor and own products. Skills and Experience Previous experience within customer service / technical support gained within a call centre environment is essential A background in technical product support desirable A passion for technology Experience of dealing with and resolving customer issues Good telephone manner and a desire to go above and beyond Knowledge of SAP / CRM systems desirable IT literate and good knowledge of MS office tools Willingness to be extremely flexible Work well under pressure Desire to learn and progress within the Company Working hours are 37.5hrs per week - Monday to Friday 9am to 5:30pm.