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Tracker Software Technologies provides software to global corporates to assist in the management of compliance obligations of global business travellers.  The product is distributed via a series of white label channel clients and onward to their client base. We have a number of new and exciting roles to work with those both white label channels and our direct corporate clients to ensure seamless use of the software platform.

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Careers at Tracker Software

We are growing and expanding our team

Online Customer Support Agent

As our first point of contact for all online (chat) inquiries, you will be a problem solver with excellent customer service and communication skills, able to deal with a diverse range of individuals and enjoy working with people. You must be highly organised, IT literate and able to work both on your own initiative and as part of a team.

This is a great opportunity to join a fast growing, global business and to work within a close-knit team where you can develop existing skills and build new ones.

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the right fit for your career

 

We are delighted to announce the expansion of our team with the hiring of new talent to meet company goals and  objectives. The global demand for our business travel solutions has never been greater and we are seeking innovative and experienced professionals in a number of areas to help us meet that market demand.  

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Online Customer Support Agent

(Remote Ireland based; Full-time, Permanent). Reference ID: CS

Job Responsibilities

Monitoring Sentiment & Feedback

  • Act as the first point of contact for all online inquiries, providing high quality information and advice to our clients / their business traveling workforce / our channel partners.
  • Troubleshoot and resolve all customer service inquiries or technical issues encountered, while prioritising and delivering outstanding customer experience to build upon customer relations.
  • Resolve issues / complaints in a timely manner and expediting these to the appropriate manager. Also maintain contact with the initiator, ensuring they are updated at all stages of the process.
  • Diligently process new employees who need to be added to the system, efficiently registering new users and communicating with them as to how they use the tool.
  • Communicating with new users ensuring they have a full understanding of the platform and the various solutions available to them, under their corporate package.
  • Performing outbound follow up emails / calls with complex issues that were raised and could not be resolved immediately.
  • Work assigned queues, emails, and service requests, as well as other administrative related items on a daily basis
  • Working with internal teams and management on other administrative projects if assistance is sought.
  • Maintain professionalism in your interactions with our clients and their business travelling workforce customers at all times

Additional Requirements

    It will be necessary to also:

  • Keep up to date on applicable regulations associated with international business travel
  • Adhere to and maintain strict GDPR compliance as you will be overseeing and inputting personal data. You will be required to ensure that you are GDPR complaint with your administrative processes as you store and delete files.
  • Eventually go beyond our help centre scripts and understand the technical system to resolve queries.
  • Absorb complex technical concepts and communicate them to a non-technical audience.
  •  

You must also have

  • The ability to maintain the required internet speed of at least 25 Mbps (download) and 5 Mbps (upload) to support voice traffic and HTTPS web traffic ( Costs covered in allowance )
  • A workspace that is free from noise or distraction (GT Global Tracker provides all necessary computer equipment)
  • Benefits: Work from home opportunities
  •  

It is an essential component of the job that the ideal candidate will gain an understanding of frequent queries and pain points that arise from viewing and monitoring trends from the online chats. Therefore other responsibilities include:

  • Monitoring ongoing customer interactions with the system, ensuring customer needs are being met and services are aligned.
  • Review and report on data collected from the chat function to provide feedback to internal teams regarding necessary changes and requests that have come through from client feedback / use, upgrades, and potential workflow changes.
  • Monitor sentiment within the online chat function, and communicate commonalities with internal teams.
  • Continuously look for areas of improvement and communicate trends to internal teams as appropriate.
  • Scope and collect customer requirements, provide guidance on best practices and apply technology and product knowledge to address customer needs.
  • Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimise existing or new processes.

Ideal Candidate Traits

  • Bachelors Degree
  • Minimum 2+ years’ relevant experience working in a fast-paced, client-facing technical service environment.
  • Strong written (email) communication; fluent in verbal and written English / use of proper grammar and punctuation.
  • You must enjoy putting the customer first having experience in a customer facing environment as well as have a passion for helping others.
  • Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
  • Confidence to self-manage and work independently in a fast-paced, constantly changing environment.
  • Strong attention to detail and a proven ability to balance multiple priorities and meet deadlines.
  • Capable of functioning in multiple roles covering a variety of tasks with a sense of urgency and follow-through.
  • Ability to learn and adapt to new software technologies.
  • Must have a strong working knowledge of external systems and PC based internet and software applications (Internet, Microsoft Office – Outlook, Word, and Excel)

If you would like to join our growing team, we would love to hear from you. Please complete the application form and supply your CV.

We will be in touch with you as soon as possible. In the current climate all interviews will be held remotely.

GT

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