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Service Desk Agent Anz
2 weeks ago
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.
Our Service Desk in Rosedale, Auckland is looking for a Service Desk Agent to join their team. 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.
- 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.
- 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.
- No formal qualification is needed
**WHAT'S IN IT FOR YOU**
Teletrac Navman is a diverse business that has an open and inclusive culture, where you can grow your career through mentoring, training, “lunch n learn’s” and so much more. We value our community and offer up our time to assist with volunteering work and fundraisers.
We take your well-being very seriously and offer company-funded healthcare as well as a chance for you to look after your mental health through an Employee Assistance Program (EAP) program.
Also on offer is a competitive base salary: $55,000.00 - $62,000.00 NZD. The salary is based on working 40 hours / 5 days per week.
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.
