Customer Support Representative

Essential job functions:

• Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space;
• Serve as Technical Customer Support professional dealing with technical matters related to SaaS (Software as a Service) fleet management products and solutions;

• Handle incoming customer requests, both from external and internal calls & emails by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders;
• Actively work with other departments of Verizon Connect organization as well as deal with customers and vendors on a daily basis;
• Recognise the patterns for recurring issues and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level;

What we’re looking for…

The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of what drives customer satisfaction.

Technical professional we are looking for should have well developed skills listed below:

• Experience in a customer-facing role (mandatory);
• Experience with SaaS (Software as a Service) solutions is a plus (not mandatory);
• Experience with CRM & ERP systems - Salesforce and SAP would be preferred (not mandatory);
• Strong communication and listening skills;
• Well-developed time management and prioritization skills;
• Structured “can-do” approach to open matters and tasks in a demanding environment;

• Methodical and conscientious documentation skills;

• Willingness to develop while identifying opportunities over self-reflection.