The Service Desk Agent responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service for our customers. Working directly with customers to troubleshoot and resolve their issues in a timely and efficient manner and escalating cases to other internal departments when necessary. This team player will work closely with the Advanced Technical Support team to obtain daily goals. Software tools are also provided to obtain these goals along with collaboration with other departments within the company. First contact resolution is our primary goal.
Key Responsibilities.
Receive customers’ requests by telephone or email, analyses request, provides information requested or ascertains who best can provide the information, and routes the request to the proper department.
Provide client support and technical issue resolution via email, phone and other electronic medium.
Manage and resolve straightforward technical support requests [Tier 1] and problems which could include troubleshooting methods such as resolving login
problems,



uninstalling/reinstalling basic software applications, verification of proper hardware, setup of new user credentials and software set up and assistance with navigating around applications.
Gather customer information and to determine a customer’s issue by analysing symptoms and figuring out the underlying problem / root cause.
The correct identification of what the customer is trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem.
That enough information is gathered from the contact and is not limited to the following criteria: basic information such as contact details, fleet detail, vehicle detail and full problem description.
Ensuring that all relevant detail is recorded in the correct format, including but not limited to completing the notes field in Teletrac Navman’s relevant platform, all relevant fields in SAP/CRM and notifying all relev

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