Verizon Telematics, a leader in wireless fleet management technology, is looking for a Customer Support Product Specialists to provide advanced technical support via phone and email for our portfolio of Fleet Management products. Technical support includes hardware troubleshooting and application support in a SaaS environment. The role is to achieve ultimate customer satisfaction by initiating/assisting in the expedient resolution of challenges regarding overall product issues.
The ideal candidate must have excellent business decorum in addition to strong technical skills; 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 verbal 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:
Job Summary (Describe the purpose of the job in 1-2 sentences)
• Answer high volumes of incoming calls on a multi-line phone system
• Provide quality service by comprehending procedures and continued product knowledge
• Troubleshooting devices as needed
• Resolve and respond to support Phone/EMail/Fax inquiries
• Verify installations
• Issue and verify status of Return Authorizations (RA) and shipments as needed
• Basic administrative duties as needed, including updates and maintenance of appropriate reporting/database systems
• Processing routine transactions for our customers; Account setups, vehicle transfers, deactivations, warranty swaps, and registrations
• Flexible: works well in a changing environment to meet business and customer needs.
Answer phones/email/Faxs and work with customer to resolve their issue, creating a case in our CRM system for each call or contact. Data entry to record call and trouble shooting activitiy.(all areas work together as one).
Troubleshoot devices and issue RAs as needed.
Continous Training on Product Knowledge.
2 years experience Customer Service and/or Tech Support in a call center environment.
Experience interacting with demanding customers.
Experience trouble shooting GPS and or Cellular Devices (Telematics Industry).
Experience technical support for software and or hardware products.
Experience troubleshooting Product issues.
Experience handling escalated calls.
Must be able to multi-task and thrive in a fast-paced environment.
Exceptional verbal, written and listening communication skills.
Working knowledge of MS office applications (Word, Excel, Outlook). Able to maneuver through Internet Explorer and/or Firefox with ease.
Strong data entry skills. Strong attention to detail.
Demonstrate strong time management capabilities. Works well in a changing environment to meet company/customer needs.
Work well both individually and in a team
Equal Employment Opportunity
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