Senior Service Desk Agent (Australia and New Zealand)

• Dealing with and resolving large customer queries quickly with a friendly and efficient manner, often under pressure.
• Identifying the need to escalate more complex queries to the relevant teams or departments.
• Liaising with customers directly via telephone and e-mail.
• Attending customer meetings when required to assist CSS and/or the customer.
• Developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved or whether it requires escalation.
• Working within SLA’s – Ticket Resolution Times, Call Handling Times.
• Ensuring excellent customer service and support throughout.
• Updating and managing the CRM tool for all customer issues.
• Liaising with internal teams to find resolutions for customer issues.
• Attend, contribute and present at team meetings and other internal events.
• Work tirelessly to achieve team targets relating to retention and growth.
• Maintain a knowledge base of product and solution features/functionality of competitor and own products.
• 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).

• 2+ years of work experience providing customer support over the phone and email.
• Strong analytical and problem-solving skills are required to diagnose, troubleshoot, and resolve issues.
• Ability to work autonomously, to plan, organize, prioritize, and resolve problems in a timely manner.
• 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 building successful working relationships.
• Strong written and verbal communication skills with the ability to communicate effectively at all levels in a fast-paced environment.
• Passionate customer service orientation with experience in managing multiple stakeholders.
• High level of motivation, drive, and enthusiasm.
• Strong PC troubleshooting skills: familiarity with Microsoft Office (Word, Excel and Outlook).

• Experience with GPS products and mobile devices advantageous.
• Passionate career aspiration, with the ability and drive to seek new opportunities and personal growth.

Vontier