Job Description

1st Line/Tier 1 Service Desk Agent – 9 Months Maternity Cover

A RARE OPPORTUNITY to join our Service Desk team and see where it leads…

Teletrac Navman is a SaaS company with an AI driven telematics solution that uses a scalable cloud ecosystem and connects data from sensors, cameras, mobile and third-party applications into real-time insights.

We are seeking somebody with technical customer support experience in a B2B environment, who will listen carefully, ask the right questions to fully understand the query or technical issue, and take ownership to ensure the desired outcome is achieved.

This is a great entry role into an agile and growing global organisation with lots of opportunities for personal development and we want to hear from you!

WHAT YOU WILL DO:

Location: Milton Keynes office on Tuesday Wednesday and Thursday, with hybrid option for Monday and Friday.

Hours of work: 8.30 am – 5.00 pm Monday to Friday

As a 1stLine Service Desk Agent you will bring your passion for customer service and your skill in being able to really listen to the business customer and resolve their technical issues which could include:

- troubleshooting methods such as resolving login problems,

- uninstalling/reinstalling basic software applications,

- verification of proper hardware,

- setup of new user credentials

- software set up and assistance with navigating around applications

To break it down, your responsibilities will include:

• Using your excellent customer service skills, on the phone, chat and email to effectively determine the customer’s issue and resolve hardware and software queries in a friendly and efficient manner whilst working under pressure.
• Continuously growing your hardware and software knowledge; as queries are likely to be technical in nature, to identify whether the issue can be resolved at Tier 1 level or whether it is a more complex query that requires escalation to the relevant teams or departments and liaising with internal teams to find resolutions for customer issues.
• Updating and managing the CRM tool for all customer issues and working within SLA’s – Ticket Resolution Times, Call Handling Times - to achieve team targets relating to retention and growth.
• Attending, contributing, and presenting at team meetings and other internal events.
• Provide after hours on call support as needed.

ABOUT YOU:

You will be living within an achievable daily commuting distance of Milton Keynes and have full rights to work without the requirement of visa sponsorship now or in the future.

If YOU are a  Service Desk Agent, skilled in resolving technical customer queries, and passionate about delivering great service, we want to hear from you!

At Teletrac Navman, we believe in your potential to make an impact. And we believe in giving you the opportunity, accountability, and visibility to do just that.

The technical skills we see as critical to succeed in this position:

• Experience and capability in B2B a technical customer support/service desk for 1st line/Tier 1 support
• IT literate and good knowledge of MS office tools
• Experience in using SAP / CRM systems

In addition, you will:

• Be Customer Obsessed with the ability to troubleshoot and resolve technical customer issues
• Have an excellent telephone manner and a desire to go above and beyond
• Be able to maintain focus and work effectively under pressure
• Be able to learn at speed, and adapt to new processes/systems easily
• Have the desire to learn and progress within the Company

If you are passionate about technology and have relevant experience in providing technical support to external customers – apply now!

WHAT'S IN IT FOR YOU

You will enjoy:

• Working in a team that loves to work together, has regular team catch-ups, learns from each other and delivers excellence.
• Full onboarding to be successful in your role with ongoing development opportunities; 1:1 coaching/mentoring, online courses, product training, and so much more …
• Global Networking Opportunities with peers, and with colleagues in the Employee Resource Groups
• Recognition Awards, Generous ‘refer a friend’ scheme, & paid Volunteering plus fundraising activities
• Employee Assistance Program (EAP), health insurance and other wellness initiatives with access to discounted retailers and healthcare benefits
• Company pension contribution at 6%, Life insurance at 4 x annual salary, Company Sick pay
• 23 days annual leave per annum, increasing to 25 days

Embrace Your Potential - find work that works for you.

If you're excited about working for us and have most of the skills or experience we're looking for, please apply. You could be just what we need!

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. Along with career development opportunities and working with a management team that enables you to achieve your goals, you will enjoy a pivotal role in an international SaaS organisation.

Job Types: Full-time, Temporary contract
Contract length: 9 months

Salary: £23,000.00-£24,000.00 per year

Benefits:

• Casual dress
• Company pension
• Free flu jabs
• Free parking
• Life insurance
• On-site parking

Schedule:

• Monday to Friday

Application question(s):

• To support your application, please complete the online assessments.

Education:

• Bachelor's (required)

Experience:

• 1st Line/ Tier1 technical support: 1 year (required)

Work authorisation:

• United Kingdom (required)

Application deadline: 04/06/2023
Reference ID: TEL003272
Expected start date: 12/06/2023

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