Customer Support Person
AutoSense is a market leading, innovative, technology based company that is growing rapidly in the NZ Transport Industry. We are the exclusive NZ Distributor of the Guardian Seeing Machines fatigue management system. We require further resource to ensure we deliver on our customer service promise and meet the installation requirements of our clients.
Primary objective of the job
To provide exceptional front-line support for our transport clients. Support and assist our SM Team Leader to support and service our growing client base.
Key outcomes of the job
Provide timely responses to all customer support enquiry tickets.
Co-ordinate technical visits for Install technicians by phone and within our jobbing system.
Conduct basic fault diagnosis, troubleshooting and resolve.
Escalate and assign and follow through support tickets to correct person when they cannot be solved at tier 1 level.
Manage client setting document changes.
Complete administrative duties within the Guardian system.
Facilitate routine reports.
Read black box data and create reports.
Assist with RMA (returns) and stock management processes.
Complete client launch processes.
Sim card reconciliation and information recording.
Providing positive inputs into and developing processes and systems for efficiency.
Required skills and experience
Outstanding communication skills required to talk to truckies, managers and installers
Strong attention to detail and proven ability to follow system and process.
Strong computer and systems-based skills.
Proven ability to troubleshoot, comprehend and solve complexities of technology.
Self-motivated, eager to learn, identity and solve problems without being asked.