Tier One Technical Support Agent

Job Summary:

We are seeking a dedicated and customer-focused Technical Support Representative to join our support team for Eroad NZ, a leading provider of telematics technology. This role involves handling inbound and outbound calls, managing support cases, and assisting customers with technical issues related to vehicle tracking, mapping, installation, and system usage.

Key Responsibilities:

• Assist customers with troubleshooting telematics devices, software, and installation concerns.
• Accurately log, track, and update support cases in the system.
• Collaborate with Tier 2 and Tier 3 support teams to escalate and resolve complex issues.
• Ensure timely and consistent communication with customers regarding case status and resolution timelines.
• Follow established support workflows and contribute to process improvements.
• Maintain a high level of product knowledge to deliver effective support.
• Me...