What you’ll be doing...

A GPS vehicle and tracking Software Company that is able to monitor and control vehicles more efficiently while increasing business profitability. Instant live tracking, journey replay, and key management reports drive down fuel cost and flush out black holes in fleet productivity.

This easy to use software is internet based and can be accessed from any internet enabled PC. View vehicles live, run minute-by-minute journey replays, and print key management reports in seconds. Daily report sheets. Location reports. Hours worked. Stop time reports. Idling reports.

Job purpose: Provide Tier 2 customer & engineering technical support in a fast paced, growing GPS fleet services company.

The job holder will work as part of a small multi-functional & highly skilled team handling a variety of questions and issues from customers and installers.

Main dutiesinclude, but are not limited to the following:-

  • Handle incoming calls from our Contact Centre, which would be transferred from customers, raising and investigating cases in Salesforce.com and responding to customers as necessary.
  • Providing technical support to our 3rd party installers for service work and new installations.
  • Handle emails from customers, colleagues and 3rd party engineering providers.
  • Responding to voice messages from installers left during busy times/out of hours.
  • For all contacts relating to an existing open issue, the job-holder is required to add a note to an existing case.
  • Diagnosing and troubleshooting Hardware issues, scheduling service work with engineers as the last resort.
  • Ensure engineering issues are identified and escalated in accordance with company handling policy and guidelines.
  • Identifying Software issues/bugs and transferring to Development, escalating high priority issues as necessary.
  • Liaising with internal support teams – Development, Finance or Sales - to resolve/escalate issues.
  • Managing customer and engineer subcontractor billing and payments using Netsuite to the highest level of accuracy. This will include End-of-Month wrap-up reporting.
  • Follow up with internal and external parties to ensure customer issues are addressed in a timely manner.
  • Make follow up calls to ensure customer is satisfied with the resolution of their issue/query.

Other duties include, but are not limited to the following:-

  • Provide feedback on Customer requests/suggestions for changes and improvements to the system and other areas of service.
  • Provide support & assistance to engineers, providing them with courier details for new & service kit.
  • Undertake ad-hoc projects as required.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.
  • Ability to work independently planning their own agenda with little/no supervision.
  • Capable of sensitively managing difficult or emotional customer situations together with building rapport and trust for the future.
  • Ability to instinctively comprehend and, where appropriate, escalate issues efficiently and appropriately.
  • Prioritise effectively within tight schedules and a dynamically paced environment.
  • Enthusiasm and positive attitude in context to the role.
  • Strong work ethic and customer service orientation with outstanding integrity and ethics.
  • Commitment to professionalism, follow-through and attention to detail.
  • Aptitude for learning new technology.

Even better if you have:

  • A Degree.
  • Basic electronic hardware & software troubleshooting experience.
  • Understanding of mobile devices, GPS & GSM networks.
  • Experience with support applications, tools and processes.
  • Experience in systems engineering in GSM wireless networks, mobile devices and GPS.
  • Experience in vehicle tracking and diagnostics (Telematics)
  • CS or Engineering background a plus.
  • Experience with PC/MAC browsers, Excel, Microsoft Office.
  • Problem solving skills; gathers and analyses information skilfully.
  • Good written and verbal communication skills, especially the ability to listen and comprehend effectively.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.