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*job overview*responsibilities and duties*preferable skills & experience*- gather customer information and to determine a customer's issue by analysing symptoms and figuring out the underlying problem / root cause.
ensuring.- 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 relevant persons affected by these changes.- where appropriate, contact customers to ascertain data omitted during the initial contact- where required, ensuring that the correct hardware config is applied, and to report if any of the firmware is out of date to the 2nd tier support team.- maintain customer records by continually updating customer detail in teletrac navman's platforms, ensuring accuracy at all times.- avoid legal challenges by monitoring compliance with service agreements.- may be required to assist with after hour technical support on a rotational basis throughout the year, but not limited to this period as this would be dependent on the operational requirements.- organise and conduct effective quarterly, mid-year and yearly performance appraisals with associates.- instigate more regular catch ups if required to look back over past work, how they coped/handled requirements, what went well, what could be improved, to look ahead to see what needed to be done and the desired level of support.- drive individual career planning and succession planning within the team- ensure the effective and robust use of teletrac navman recruitment processes to build the team as and when required- ensure the effective and robust use of teletrac navman performance management processes when required- provide effective coaching for the team to ensure they are continually growing and being conscious of other ways to achieve an outcome- recognise and promote the value each team member brings to the team- work with associates to isolate areas they feel they would benefit from more training and development and establish a plan to achieve with them.- obtain productivity improvements through the measurable development of individual associates (reflects the investment)