What you will do

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The Tier 2 Specialist will play a key role in ensuring the timely resolution of issues and the continuous improvement of our support processes. Their role is vital in managing complex cases from Tier 1 Support and providing exceptional support and communications to our clients and top dealers and escalations to development on new and existing bugs and inbound cases. In addition, advancing and maintaining Support knowledge base and actions to help drive reduction in handling time and actions for Tier 1 and Tier 2 to troubleshoot and resolve inbound requests and incidents. 

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 Responsibilities and Duties

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1. Managing Complex & Top Dealer Support Cases

\n\nAttend to and resolve cases that are too complex for Tier 1 to handle, ensuring a thorough and effective resolution.\nAttend to and resolve cases that are directly escalated from top dealers that have Tier 1 experience ensuring a thorough and effective resolution.\nConduct validation of fixes to ensure correct communication for effective resolution of reported issues.\nEnsure internal SLAs and KPIs are maintained to ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.\n\n

2. Escalations & Pilot Case Management

\n\nManage backlog priority and escalations of impact and severity on raised items.\nEnsure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.\nUtilize internal dashboards and tools to prioritize cases identified as internal escalations and Pilots/Trials for quick and effective resolution\nEnsure internal SLAs and KPIs are maintained to ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.\n\n

3. Bug and Change Request Identification

\n\nIdentify and properly raise potential bugs to Tier 3 for approval and submission within internal Development CRMs\nIdentify backlog cases within Tier 1 and Tier 2 impacted by known issues and opened bugs to determine priority and impact\nProperly identify and communicate new or existing bugs to Tier 1 for visibility and understanding replication and inbound calls/cases linked.\nIdentify trends where Product change requests can drive a reduction of cases and contacts\n\n

4. Knowledge Database Maintenance

\n\nParticipate in NPI and PMO release meetings to identify gaps and create/update Knowledge Database articles for Tier\nMange and facilitate communication sessions with new releases to support tiers and training teams\nCollaborate with cross-functional teams to drive success for accurate and precise knowledge base article steps to resolve.\n·     Ensure future state tools and development of troubleshooting steps are accurate and maintained within changes of process, hardware or features.\n

Who you are

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\n\n At least 2+ years of experience within a Tier 1 and/or Tier 2 position\n Proven experience in technical support or a related field.\nStrong understanding of Tier 1 and Tier 2 support processes and technologies\nExcellent communication skills, both technical and non-technical verbiage.\nProven track record in client facing roles managing various stakeholders of the projects/programs\nBasic understanding of New Product Introduction lifecycle and implementation\nAbility to work within a fast-paced, change embracing corporate culture\nAbility to work collaboratively with cross-functional teams.\nStrong ability to troubleshoot and problem-solving approaches.\n\n

 

Who is Teletrac Navman

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Teletrac Navman aims to be the driving force behind the industries that transform and sustain our futures by offering simple and intelligent solutions that enhance efficiency, safety, and sustainability. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud-based solutions that leverage AI to unlock the power of operational insight. Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook, IL. Teletrac Navman is part of Vontier, a global industrial technology company uniting critical mobility and multi-energy technologies and solutions to meet the needs of a rapidly evolving, more connected mobility ecosystem. For more information visit www.TeletracNavman.com.

Who is Vontier

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Vontier is a global industrial technology company uniting critical mobility and multi-energy technologies and solutions to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise, and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement built on the foundation of the Vontier Business System and embraced by over 8,500 colleagues worldwide.

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