.Teletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. As a key member of the Service Desk team, you will have the opportunity to work with a team of experienced and skillful agents to improve the quality of our customer service.**Responsibilities and Duties**- Gather customer information and determine a customer's issue by analyzing 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.- 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contact- Where required, ensure that the correct hardware Config is applied, and report if any of the firmware is out of date to the 2nd Tier support team.- Maintain customer records by continually updating customer detail in Teletrac Navman's Platforms, ensuring accuracy at all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.- 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.At Teletrac Navman, we believe in your potential to make an impact. We also believe in giving you the opportunity, accountability and visibility to do just that.To be successful in this role, you will be equipped with:- Ability to work autonomously- Positive and enthusiastic approach and attitude- Strong organizational and interpersonal skills- High attention to detail and a strong ability to multitask- Willingness to take ownership, be held accountable and achieve a good outcome for all stakeholders- Able to work with a diverse array of people, challenging in a non-confrontational way and builds successful working relationships- Strong written and verbal communication skills with the ability to communicate effectively at all levels- Passionate customer service orientation with experience in managing multiple stakeholders- High level of motivation, drive, and enthusiasm.- Ability to work shifts between 7.30 am - 6.30 pm- Experience with GPS products and mobile devices advantageous- Passionate career aspiration, with the ability and drive to seek new opportunities and personal growthTeletrac Navman is a diverse business that has an open and inclusive culture, where you can grow your career through mentoring, training, "lunch n learn's" and so much more