Job descriptionYour role What you'll be doing About Us: r2c Online Ltd is the world’s first independent online platform for managing the maintenance and compliance of commercial vehicle fleets and their associated assets. We connect fleet operators and workshops, helping them to save time, money and achieve industry best practice through connection and collaboration. We are fast becoming the industry standard as the commercial vehicle market recognises the benefits associated with an online platform. Our services are used by many of the world's leading truck manufacturers, commercial vehicle operators, rental and contract hire firms. We now connect over 25,000 fleets and 1,100 workshops internationally, with over 13.5 million service records created on the system. In 2018, over 3.5 million safety-related vehicle defects were found using r2c Online's maintenance solutions as we help make the UK's roads a safer place. r2c is part of the Fleetcor Group. Role & Responsibilities: You will provide application support to the r2c Online customer logging of service cases, handling them within defined response times and seeing them through to resolution. Working on the Service Desk, you will provide application support to the r2c Online customer logging of service cases, handling them within defined response times and seeing them through to resolution. This will be achieved through web, email and phone services. You will be responsible for the logging of service cases, handling them within defined response times and seeing them through to resolution. You will be involved with product training with the customers and product testing with our in-house development team. Key Responsibilities: Using Microsoft CRM to handle the logging of service calls Advise customers on product functionality Report on support stats and trends Log company bugs and issues Actively monitor usage of system and identify customers requiring development To test all company products against specification Provide assistance on internal and external projects Data preparation and verification for importing/exporting between systems Assist with Customer adoption and the handling of data for customer implementations Key Competencies: Technical ability - An awareness of capabilities and limitations of technical developments affecting product/platform development. And an appreciation of the technical issues involved. Innovation - Ability to challenge status quo, consider alternative practices and approaches, offer creative and innovative solutions to existing business challenges and practices, promotes creativity and experimentation, evaluates new ideas and processes in context of commercial environment and challenges. Personal organisational ability - Excellent time management, exceptional planning, prioritising, and organizing skills, able to multi-task and is self-motivated. Customer focus - Strong customer awareness, evaluates activity against identified customer needs and demonstrates commitment to the customer. Results orientation - Activity focused on maximising achievement as a good Project manager. Problem-solver - Identify potential issues, recommend solutions, escalate to appropriate level, seeks advice and guidance from within/external to organisation. Teamwork and ownership - Takes personal responsibility for effective team working and intervenes where necessary to ensure successful relationships are built and maintained, plays an effective role in all cross-functional opportunities, positively represents R2C in all interactions with suppliers and external industry contacts. Commercial acumen - Understands business strategy and market / competitor activity, aligns individual activities to overall business strategy. #INDINT About FLEETCOR FLEETCOR is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments. All offers of employment made by FLEETCOR (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting by an independent supplier (Experian). This is in accordance with FLEETCOR's Resourcing Policy and include employment referencing, identity, adverse financial, criminal and sanctions list checks. We do this to meet our legal and regulatory requirements. FLEETCOR is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities. Notice to Agency and Search Firm Representatives: FLEETCOR will not accept unsolicited CV's from agencies and/or search firms for this job posting. Resumes submitted to any FLEETCOR employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of FLEETCOR. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
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