Summary
Location
Manila
Type
full-time
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About this role
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.
Other facts
About EROAD
EROAD is a leading SaaS technology company revolutionizing commercial transportation management through cutting-edge digital solutions. We provide comprehensive electronic fleet management, AI video safety, cold chain management, compliance, and operational intelligence solutions that help businesses optimize performance, ensure regulatory compliance, enhance safety, maintain product integrity, and drive operational efficiency.
Our mission is to empower transportation and logistics businesses with intelligent technology that transforms how they manage their vehicles, drivers, loads and regulatory requirements.
Core Solutions
- Electronic Logging Devices (ELD): Streamlined compliance and driver management
- Safety Management: Advanced driver safety monitoring and coaching tools
- Cold Chain Monitoring: Real-time temperature tracking and compliance for sensitive cargo
- Telematics and Fleet Tracking: Real-time vehicle performance and location monitoring
- Regulatory Compliance Tools: Automated reporting and risk management solutions
- Operational Intelligence: Data-driven insights for improved fleet productivity and cost control
With a proven track record of helping businesses reduce costs and improve operational efficiency, EROAD stands out as a pioneering technology provider purpose-built for commercial transportation. Our comprehensive solutions seamlessly address critical business challenges, combining advance safety monitoring, precise regulatory compliance, and actionable operational intelligence. We are committed to continuous innovation and delivering customer-centric solutions that transforms how businesses manage their fleets, drivers, loads, and critical logistics operations.
At EROAD, we're not just providing technology - we're driving the future of smart, connected, safe, and efficient transportation management.
What you'll do
- The Tier One Technical Support Agent will provide first-level technical support to customers via phone, email, and case management systems. They will assist with troubleshooting telematics devices and ensure timely communication regarding case status.
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