Customer Support Representative

Job description What you’ll be doing… Full-time role for Customer Support department, being obsessed to deliver the best customer experience and service level in a fast-growing and dynamic environment. You will be assisting customers on a daily basis through troubleshooting issues, related to hardware or installations as well as our mobile/web platforms and keep customers updated via phone & email of progress. 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