Griffith Neemal

• Inspecting/analyzing/troubleshooting issues with GPS/ELD devices, web-based applications
• Configuring, and provisioning GPS/ELD devices
• Verifying GPS/ELD/Camera installs from Field Tech calls. Making sure all vehicle/Asset configurations are correct.
• Providing on-time resolution to customers without breaching SLA's
• Guiding customers with SaaS-based tracking and monitoring software and mobile applications (Mix Fleet Manager, HOS) providing them with access through super admin control, and helping them to add, create, import, and export data they need related to fleet management and monitoring.
• Handling RMA (Return merchandise authorization) issues and shipping of new units.
• Handling contract/subscription-related issues and directing them to the concerned department.
• Providing resolutions to Product support, Driver support, and Field tech support-related issues through calls, chats and emails
• Working closely with advanced tech support/engineering, escalating issues promptly
• CRM - Zendesk/salesforce, Workspace - Microsoft
  calling software - 4voice
• Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
• Acted as a liaison between clients and development teams, providing valuable user feedback for future product enhancements.

Trimble CTS (GPS division of Trimble) Fleet management , Monitoring, Driver ELD/HOS

• Inspecting/analyzing/troubleshooting issues with GPS/ELD devices, web-based applications in real-time by Trimble in-house software and cloud-based tools (Ocuvision, Diag tool, admin tool, Soti mobi control, etc.
• Configuring, and provisioning GPS/ELD devices from scratch
• Verifying GPS/ELD/Camera installs from Field Tech calls. Making sure all vehicle/Asset configurations are correct.
• Providing on-time resolution to customers without breaching the SLA
• Guiding customers with SaaS-based tracking and monitoring software and mobile applications (Trimble Geomanger, Pulse, HOS) providing them with access through super admin control, and helping them to add, create, import, and export data related to fleet management and monitoring.
• Handling RMA (Return merchandise authorization) issues and shipping of new units.
• Handling contract/subscription-related issues and directing them to the concerned department.
• Providing resolutions to Product support, Driver support, and Field tech support-related issues through calls, chats and emails
• Working closely with advanced tech support/engineering, escalating issues promptly
• CRM - Salesforce , Workspace - Microsoft/Google.
  calling software - 8x8
• Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
• Supported continuous improvement initiatives by identifying opportunities for process optimization within support team environment.
• Stayed current with industry trends and emerging technology advancements to better serve client needs when troubleshooting challenges arose.
• Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.

• Has resolved and troubleshooted various technical issues for customers/clients through tele phone calls(inbound and outbound) and chats
• Has given product training for new team members and has organized soft-skill training to get better results professionally as a team
• Attaining daily ,weekly, and monthly targets.
• Multitasking abilities such as handling chats/calls/troubleshooting problems on the go , handling and writing emails, escalating and ticket raising, learning , operating and understanding various tools\software's required
• Good knowledge on computer, cloud based/on premise software's.