Monday, October 28, 2013

Customer Support Representative


Networkfleet, a leader in wireless fleet management, is looking for a Customer Support Representative (CSR); to provide Tier 1&2 technical support; via phone, email, and remote access for our global positioning system (GPS).

The ideal candidate must have excellent Business decorum; ability to work and multi-task in an interactive environment; be a quick learner on new systems and processes. Have the ability to continually learn new technologies. Candidate must also have excellent written and oral communication skills for both technical and non-technical communications with customers. Detail-oriented, service-driven, reliable, dependable and flexible to support the team where needed. Possess skill set to efficiently and effectively resolve customer problems and address many variables. Have a commitment to providing customers with World Class Customer Support on multiple levels.

This position requires an outgoing, confident individual with excellent communication skills, and the ability to troubleshoot both hardware and software inquires and resolve issues immediately.

Essential functions include, but are not limited to:

  • Answer a high volume of inbound calls - Ability to multi task; balance the demands of the phones while completing documentation of each customer’s request.

  • Provide Tier I troubleshooting: Verify proper installations and troubleshoot device as needed. Complete vehicle transfers and device swaps. Assist Customer with Web Application and reports.

  • Document all customer interactions in Salesforce and monitor issues until resolved. Identify recurring issues/ trends and recommend permanent solution.

  • Process routine transactions for customers including account setups, vehicle transfers, deactivations, warranty swaps, and issuing Return Authorizations (RA).

  • Coordinate with other depts. to ensure positive customer experience. (Escalation teams, Sales and Engineering Teams to handle a variety of other function).

  • Provide quality service by comprehending procedures and continued product knowledge in pursuit of resolving customers issues.

Responsible for the day-to-day operation of the area Work Flow Manager for the BSC organization.

Responsible for monitoring the flow and balancing of volume into the call center and reacts to service level pressures.

Intra-day management responsibilities include monitoring service levels, allocating resources (including call-outs, offering overtime, and tracking.

Duties may also include report generation and basic data analysis.

Coordinates with leadership in order to resolve any possible complications or barriers prior to system launch, or enhancements which include UAT testing.

Creates and maintains successful alliances with key resources (i.e. BFO, Sales, and Area BSCs

Provides expertise to the Business Service Center organization and ensures compliance with corporate business requirements.

Provides key input into business cases for proposed projects.

This position impacts the center/areas ability to achieve its service level goals through accurate management of the WFM tool including processes and reporting.


High School Diploma required.

Some college preferred or equivalent work experience.

Strong knowledge of BSC functional groups with a minimum 9 months of operational call center experience.

Strong written and oral communications as well as problem solving skills.

Ability to generate standard system reports.

Excellent analytical, quantitative, proactive thinking and organizational abilities.

Excellent time-management and prioritization skills.

Strong problem-solving and negotiation skills.

Ability to multitask.

Excellent interpersonal skills at every level of the organization including senior management.

Proficiency in desktop applications, including word processing, spreadsheet and presentation software.

Proficient in VISION, ACSS, WFM, InfoManager, Microsoft Office and Outlook.

Skills & Qualifications:

  • Experience diagnosing and troubleshooting product/website issues; Able to maneuver through Internet Explorer and/or Firefox with ease

  • Flexible: Works well in a changing environment to meet company/customer needs. Must be able to multi-task and thrive in a fast-paced environment

  • Works well both individually and as a team to meet dept goals. Self motivated - Demonstrate strong time management capabilities

  • Strong attention to detail and data entry skills; Exceptional active listening skills, and Exceptional verbal and written communication.

  • Experience with call escalation procedures

  • Working knowledge of MS office applications (Word, Excel, Outlook)

  • Bring enthusiasm and innovative talent to our team.

Preferred Skills

  • Two to four years direct customer contact experience in a medium to high volume call center, preferably in Telematics, Telecommunications or IT industry.

  • Customer Service skills including the ability to understand the customer's technical challenge and

    resolving their issue in a friendly and professional manner.

  • Experience troubleshooting GPS and/or Cellular Devices (Telematics Industry), Experience with providing technical support for software and/or hardware products


Education: Associate Degree or Equivalent.

2 -4 years of experience working in a Call Center providing Technical Support along with Customer Service.

Schedule Shift:

Current Call Center operational hours are Monday through Friday 5 a.m. to 7 p.m., Saturdays from 7 a.m. to 3 p.m., and holidays 8 am – 1 pm. Schedule may vary depending on business need. Must be flexible – shifts will cover all hours of operation.

Physical Requirements:

While performing the essential functions of this job, the employee is frequently required to sit; hear or talk: use close vision; use hands to grasp, handle or feel objects; and type and manipulate controls. Employee is occasionally required to use distance vision, stand, kneel or crouch and lift up to 10 lbs.

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.

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