Sales Operations Planner coordinating with various teams to support specialty sales operations at HPE. Focused on territory planning, quota setting, and capacity modeling, ensuring data accuracy across systems.
About the role
- Technical Support Specialist providing end-to-end support for TomTom products and services. Engaging with customers to resolve inquiries and drive product improvements in a collaborative environment.
Responsibilities
- Provide End to End technical support for all inquiries via the TomTom Help Center (including bugs, feature requests, support questions, and product inquiries).
- Ensure effective communication and timely problem resolution in line with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
- Accurately triage and categorize customer issues, escalating to product or engineering teams as needed.
- Maintain up-to-date and synchronized ticket information across customer and internal systems (e.g., ServiceNow, Jira).
- Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and best practices.
- Promote and support customer self-service through TomTom’s online portals and dashboards.
- Train and share knowledge with fellow team members and across other TomTom teams.
- Effectively conducts thorough onboarding sessions for new hires and ongoing knowledge sharing and training for fellow team members and cross functionally where required.
- Act as a key stakeholder in defect and change management processes, coordinating with delivery management, product teams, and pre-sales teams.
- Support the onboarding and provisioning of new and existing contracted customers.
- Work closely with Customer Program Managers (CPMs), Account Managers, and Product Units to ensure seamless customer handoffs and issue resolution.
- Participate in postmortems and generate actionable insights from customer feedback to drive continuous product improvement.
- Demonstrates strong communication skills to coordinate with teams and ensure alignment around new products, software releases, and bug fixes.
- Partners with Product Managers and Sales to exchange feedback on processes, customer needs, and product performance.
- Works closely with team managers to identify and address training needs.
- Track and report on key support metrics, including ticket turnaround time, customer satisfaction (CSAT), and self-service utilization rates.
- Actively contribute to operational excellence initiatives including automations and process improvements.
- Identify innovative, out-of-the-box or customer built (AI) methods for solving complex Tech Support challenges.
- Lead implementation of new solutions to enhance the learning and support experience.
- Conducts detailed analysis of training needs, market trends, and customer feedback to define training priorities.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- 5+ years of experience in technical support or a related field, preferably in a SaaS, automotive, or technology environment.
- Strong troubleshooting and problem-solving skills, with the ability to quickly learn new technologies and products.
- Strong understanding and proven experience working with API's and SDKs.
- Strong understanding of mobile platforms (iOS and Android).
- Skilled in bridging the gap between technical and non-technical stakeholders by translating complex requirements into clear, actionable business language and vice versa.
- Customer-centric mindset with a commitment to delivering high-quality support.
- Possesses experience within own discipline and a working understanding of core concepts and processes.
- Continues to build knowledge of organizational structures, workflows, and customer needs.
- Expert (or capacity to become expert) in TomTom’s products, services, policies, processes, and tools.
- Demonstrates strong communication skills to coordinate with teams and ensure alignment around new products, software releases, and bug fixes.
- You’re a collaborative team player who thrives in a cross-functional international environment, and you have very strong written and verbal communication skills in English.
- Experience with ticketing systems used by TomTom (ServiceNow, Jira) and knowledge base tools is a nice to have.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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