Teletrac Navman Looking for Service Desk Agent at Auckland City, Auckland Full Time

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.

Whether you come from a customer service background, or if you have prior experience with the help desk, this position will offer you the opportunity to continue developing your skills.

WHAT YOU WILL DO

Your responsibilities as Service Desk Agent will include:

• Troubleshoot Teletrac Navman’s proprietary software and hardware using necessary tools.
• Provide technical assistance and support for incoming inquiries and issues related to Teletrac Navman’s hardware and software applications.
• Addresses and resolves issues and requests; documents all incidents and requests; engages the Advanced Technical Support team to resolve incidents that are beyond the scope of their ability or knowledge.
• Answer and handle an average of 20 customer calls per day.
• Handle incoming customer email inquiries and chats on time.
• Update and manage queue to comply with the Advanced Technical Support team, take ownership of created cases and conduct close follow-up until resolution.
• When necessary, escalate complex trouble cases to the Advanced Technical Support team.
• Builds general knowledge of Teletrac Navman’s proprietary products, increasing ability to resolve requests on first contact.
• Provides after-hours on-call support as needed.

We believe in your potential – your ability to learn, grow and make an impact. And we believe in giving you the autonomy, accountability, and visibility to do just that.

To be successful in this role, you will be equipped with:

• Strong customer service, and problem-solving skills.
• Strong PC troubleshooting skills: familiarity with Microsoft Office (Word, Excel and Outlook)
• Excellent communication skills, both verbal and written.
• Ability to plan, organize, prioritize and resolve problems promptly.
• Highly motivated individual.
• Ability to effectively multi-task in a fast-paced environment.
• Strong analytical skills are required to diagnose, troubleshoot, and resolve issues.
• Wireless, GPS, and Fleet industry knowledge is a plus.
• A minimum of 2 years prior help desk experience is a plus.

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. It tracks and manages more than 500,000 vehicles and assets for more than 40,000 companies around the world. With headquarters in Orange County, CA, we have an international presence with additional offices in the United States, United Kingdom, ANZ and Mexico. Check our website at www.teletracnavman.com.

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and environmental, social, and governance (ESG). Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.