Ensuring sales and technical support excellence to Compliance and Telematics customers in the Logistics and Transport Industry. Helping win business through competitive quotes and generation of Sales Orders to new and existing customers. Overcoming obstacles between Government Departments, customers and resellers to register for and obtain the relevant permits for their vehicle fleets as well as resolving compliance related issues. Quality management of company and user accounts on web-based tracking interface dealing with vehicles, users and compliance environments such as pre-trip checklists. Responsible for the education and training of customers on all Transtech products.

Resolving support cases which have fallen outside of the normal process flow. Responsible for negotiating with difficult or dissatisfied customers, working with senior management. Quality management of accurate and efficient logging of case information and the provision of accurate and timely updates to both customers and HP internal management. Actioning serious cases and where necessary escalating them to senior management and where necessary maintaining involvement on a liaison basis.

Responsible for the generation of new leads and prospective clients through direct telemarketing of high end financial management and ERP software. Maintaining relationships and nurturing existing prospective clients, providing them with information and maintaining communication, looking for new opportunities and initiating business development.

Responsible for providing customer service and sales support to customers throughout Australia via telephone and email. Customer order administration and fulfilment, liaising with retailers and transport companies when necessary. Organising roll-out of display stock to retailers throughout Australia. Stock level analysis and forecasting.

Leading on training, knowledge maintenance and management, and development of a team of 12 technical support agents providing multilingual support (English, German, French, Spanish, Italian, Dutch, Portuguese, Danish, Norwegian, Swedish & Finnish) to GPS software users throughout Europe, including training material for both team training and submission to customers. Assessing and managing support queues, handling escalated queries and, where necessary, escalating queries to Tier 2 support. Monitoring, evaluating, and providing feedback on the performance of other agents.

Multilingual (German and English) customer service and technical support to web hosting and GPS customers from Britain, Germany and Switzerland, additionally responsible for the training of new agents and the preparation of creation of email templates and FAQs for agent use and submission to customers. Support escalation and performance management.