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:

• Provide first-level technical support via phone, email, and case management systems.
• 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.
• Meet performance metrics including response time, resolution time, and customer satisfaction.

Qualifications:

• At least 1 year of experience in a technical support or call center role.
• Strong communication skills in English, both verbal and written.
• Basic understanding of telematics, GPS tracking, or fleet management systems is a plus.
• Ability to work in a fast-paced, customer-focused environment.
• Familiarity with ticketing systems and CRM tools.
• Willingness to work flexible shifts, including weekends or holidays if required.

Preferred Skills:

• Experience supporting telematics platforms.
• Knowledge of vehicle installation processes and mapping systems.
• Strong problem-solving and analytical skills.
• Team-oriented with a proactive attitude.