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 (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