Call Center Agent engaging with potential customers and developing sales strategies in a hybrid work environment. Responsible for managing customer relationships and contributing to sales goals.
About the role
- N1 Support Analyst managing customer issues for an IoT solutions company. Providing first-level support for fleet management and IoT devices.
Responsibilities
- Respond to customer requests via phone, WhatsApp, email, and/or ticket portal.
- Open and log tickets with complete information (customer, vehicle/equipment, date/time, problem description, evidence).
- Triage and categorize tickets (incident, request, inquiry, access, installation, equipment offline, alerts, etc.).
- Execute standardized basic procedures (N1 checklist), such as: validate data and access permissions; collect evidence (screenshots, vehicle/device details, status, last known position); perform simple guided tests (e.g., initial communication/power checks when applicable).
- Escalate to N2/Operations when the case exceeds N1 scope, ensuring the ticket is transferred with complete and clear information.
- Monitor ongoing tickets, update status, and follow up with the customer within defined SLAs.
- Support queue organization and prepare simple reports (volume by reason, pending items, recurrences).
Requirements
- High school diploma.
- Background suitable for customer service/telemarketing/first-level support (N1).
- Strong verbal and written communication skills, professional customer service demeanor, and courtesy.
- Organized and detail-oriented to record information accurately.
- Basic computer skills (web systems, email, spreadsheets).
- Minimum 2 years of experience as an N1 Support Analyst.
- Experience with ticketing/help desk tools (e.g., Jira Service, Zendesk, Freshdesk, GLPI).
- Basic knowledge of tracking/fleet management, IoT, GPS, and connectivity (SIM/APN).
- Experience working with SLA-driven support routines.
Benefits
- Transportation allowance (VT)
- Meal allowance
- Individual health insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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