Customer Service Agent Tier 1
EROAD, New Zealand
Job Description
Who we are
EROAD is a growing technology company with an ambitious purpose to make our roads safer and more productive. We’re in a phase of rapid growth and we need people who can cut through the noise to get stuff done. Don’t be fooled by our casual appearance, you’ll be joining a team of incredibly talented people we just prefer sneakers over suits.
What we do
We put our technology into the cabs of customers in North America, Australia, and New Zealand. We broke new ground when we were the first company to launch an electronic road user charging service back in 2009 and we’ve been building on that success ever since. Our customers range from small business owners to large-scale enterprises. They all have one thing in common they’re looking for ways to keep their people safe and reduce costs in their business. Our products and services are designed to do exactly that.
Our team
Our engineering team is the crème de la crème of the engineering world. These incredible humans are the beating heart of EROAD. We’re a technology company providing easy solutions to some tricky road regulations in NZ, Australia and North America. They code and build for all of it. And they make sure that technology is secure, stable, reliable and accurate 24/7, 365 days a year.
The Role
EROAD currently operates a help desk from 7:00 am until 7:00pm (Mon Fri) and 7:30am - 4pm Saturday. EROAD is at a stage where the Technical Support team will be operating extended hours in the near future as our customer base in different regions increase.
Encompassing this is the need to expand the Technical Support team so as to better service the growing customer base. This particular position is 40 hours on a fortnightly rostered basis Monday Friday and the successful applicant will be required to diagnose and investigate incoming audits, assist installers and customers with their hardware and software.
Requirements
- Three years or more in a help desk role in a fast moving technical environment
- Deal directly with customers, installers and dealers either by telephone, electronically or face to face.
- Provide initial Depot training to all new ANZ customers when their first unit is installed
- Respond promptly to customer inquiries.
- Obtain and evaluate all relevant information to handle inquiries and issues.
- Log and manage requests and unresolved issues.
- Manage EROAD’s fault resolution process and complete audit reports for units that report fault conditions. Record details of actions taken.
- Identify and escalate situations requiring urgent attention with clear and concise notes.
- Proactively follow up on escalated cases so that you can provide regular feedback to the customer.
- Stay current with system information, changes and updates.
- Good Interpersonal and communication skills (verbal and written) You must have a good sense of humour and be prepared to get stuck in at times as the company continues to grow at a rapid pace.
Benefits
At EROAD we value diversity, and are a multi-cultural company with people coming from several locations all over the world.
We want to provide the best working environment for our staff. Go to the sanctuary room for some quiet self-reflection, or discuss plans in one of the many break-out spaces. We also have a lot of fun along the way with possibilities for out of work activities such as Yoga and Toastmasters. We have lots of cool gadgets as well as an Arcade machine and Table tennis table!