Overview

The Service Desk Agent responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service. Work directly with customers to troubleshoot and resolve issues in a timely and efficient manner and escalate cases when necessary. Collaborate with Advanced Technical Support team to achieve daily goals. Primary goal: first contact resolution.

Responsibilities

- Receive customer requests by telephone or email, analyze requests, provide information, route to the proper department.
- Provide client support and technical issue resolution via email, phone, and other electronic mediums.
- Manage and resolve straightforward technical support requests (Tier 1) and problems, including troubleshooting, software setup, and user credential setup.
- Gather customer information to determine the issue by analyzing symptoms and identifying root cause.
- Ensure that relevant details are recorded in the appropriate systems (e.g., Teletrac Navman platforms, SAP/CRM) and notify affected parties.
- Contact customers to obtain any missing data; apply correct hardware configurations and report firmware status to Tier 2 when needed.
- When immediate resolution is not attainable or issue is Tier 2, initiate handover with complete information in relevant systems and forward tickets to 2nd Tier support.




- Maintain accurate customer records and monitor compliance with service agreements.
- Assist with after-hours technical support on a rotational basis as required by operational needs.
- Support performance reviews, coaching, and staff development to improve team effectiveness.
- Promote a collaborative team environment and encourage ongoing training and development.
- Obtain productivity improvements through development of associates.

Qualifications

- 2+ years of experience providing customer support over the phone and email.
- Basic IT understanding of websites and applications.
- Ability to work autonomously and communicate effectively at all levels.
- Positive, enthusiastic attitude; strong organizational and interpersonal skills.
- High attention to detail and ability to multitask.
- Willingness to take ownership and be accountable for outcomes.
- Ability to work with a diverse group of people in a non-confrontational way.
- Strong written and verbal communication skills; customer-service orientation.
- High motivation, drive, and enthusiasm; shifts Sunday to Thursday 2:00pm–3:00am.

Preferred Skills & Experience

- Experience with GPS products and mobile devices is advantageous.
- Career aspiration with drive for personal growth.

#J-18808-Ljbffr

📌 Senior Service Desk Agent (Monterrey)
🏢 Vontier
📍 Monterrey