Customer Service Representative

Radius Telematics specializes in vehicle tracking and telematics solutions. We provide market leading products and services to businesses of all sizes. We provide sales and support solutions for large enterprise, business, and individual accounts. Much of our business is centered on our web-based solutions.

We are looking for a full-time Customer Support Representative to join our team.

Requirements:

• Technical Proficiency: Strong technical aptitude with the ability to understand and troubleshoot software, hardware, and network-related issues. Experience with relevant technologies and platforms is preferred.
• Customer Focus: Passion for providing exceptional customer service and support, with excellent communication and interpersonal skills. Ability to empathize with customers and adapt communication style to meet their needs.
• Problem-Solving Skills: Proven ability to analyze complex problems, think critically, and develop creative solutions in a fast-paced environment.
• Attention to Detail: Meticulous attention to detail in documenting customer interactions, troubleshooting steps, and resolution outcomes.
• Time Management: Effective time management and organizational skills to prioritize tasks, manage workload efficiently, and meet or exceed performance metrics and service level agreements.
• Team Player: Strong team player with the ability to collaborate effectively with colleagues and contribute to a positive and supportive work environment.
• Adaptability: Flexibility to adapt to evolving technologies, processes, and customer needs, with a willingness to continuously learn and develop new skills.
• Bilingual: Fluency in written and spoken English and Spanish is required.
• Fleet Telematics: Prior experience in the fleet telematics industry is a major advantage.

Responsibilities:

• Customer Support: Provide prompt and courteous support to customers via various channels such as phone, email, chat, and ticketing system.
• Troubleshooting: Diagnose and troubleshoot technical issues related to our products or services.
• Problem Resolution: Resolve customer issues efficiently by guiding them through step-by-step solutions, escalating complex issues to the appropriate teams when necessary.
• Product Knowledge: Maintain a deep understanding of our products and services to effectively address customer inquiries and provide accurate information.
• Documentation: Create and maintain detailed documentation of customer interactions, solutions, and frequently asked questions to assist with future support efforts.
• Customer Education: Empower customers by educating them on product features, best practices, and troubleshooting techniques to enhance their overall experience and minimize recurring issues.
• Quality Assurance: Ensure the quality of customer interactions by adhering to established support procedures, troubleshooting guidelines, and service level agreements.
• Feedback and Improvement: Gather customer feedback to identify trends, common issues, and areas for improvement in our products, services, and support processes.
• Collaboration: Collaborate closely with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and advocate for customer needs.

Still Curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via [email protected].

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note to recruitment agencies:

We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.

PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.