ELD Telematics & Track‑and‑Trace Representative

About the role

The ELD Telematics & Track‑and‑Trace Representative provides professional, efficient support to trucking customers using the Truckers Tool platform. The role focuses on handling inbound inquiries, troubleshooting ELD and telematics issues, and managing cases through Salesforce.

Key responsibilities

• Answer inbound calls, deliver courteous service, and assist with ELD, telematics, account access and device connectivity questions.
• Create, update and close support cases in Salesforce, ensuring accurate documentation and proper prioritisation.
• Perform basic troubleshooting of ELD and telematics devices, guide customers through connectivity and data‑transmission steps.
• Own the resolution process from initial contact to final solution, escalating complex issues when required.
• Maintain clear communication with customers and internal teams, documenting all interactions in Salesforce.
• Meet productivity, quality and attendance standards while handling time‑sensitive issues.

Required profile

• Previous experience in customer service, technical support or a call‑center environment.
• Strong verbal and written English communication skills.
• Comfortable handling inbound calls and navigating multiple software platforms.
• Attention to detail with accurate documentation habits.
• Ability to manage several cases simultaneously in a fast‑paced setting.
• Willingness to learn ELD, telematics and transportation technology concepts.

Required skills

• Salesforce (or other CRM) case management.
• Basic troubleshooting of hardware and software issues.
• Familiarity with ELD and telematics systems.
• Proficiency with call‑center software and multi‑application navigation.