Agent, Service Tracking

Job ID
Work City
Ridgefield Park
Position Type
Regular Full-Time
Work Zip
Starting average hours per week
37.5 +


The Service Tracking Agent will be responsible for the monitoring service ticket progress and reporting it to peers and supervisors. The Service Tracking Agent should have experience providing detailed and accurate information, and an overview of potential risks on the horizon.

The incumbent(s) in this position should exhibit the following ACOSTA values:

  • People Minded – Must show dignity and respect to all people
  • Integrity – Must exemplify the highest degree of ethical behavior
  • Results Oriented – Must show passion, pride and commitment to succeed
  • Trust – Must be honest, sincere and confident
  • Teamwork – Must build trusting relationships
  • Innovation – Must progress through a combination of creativity, common sense and vision
  • Balance – Must maintain an optimistic attitude and keep perspective on what is important in life


  • Daily review of incoming tickets, with a special focus on any pending tickets
  • Perform risk assessments
  • Daily status review of any pending rebates
  • Report daily findings to peers and superiors
  • Job also involves some innovation and analysis to resolve new product problems and to develop new troubleshooting techniques
  • Other duties as assigned


  • Bachelor’s degree preferred
  • 1 - 3+ years’ experience preforming product risk assessment on electronic equipment’s
  • Previous retail experience a plus
  • Experience working under minimal supervision and guidance to identify and ensure achievement of production team goals
  • Proven experience with beginner to Intermediate level Excel (Vlookup, Pivot table)
  • Ability to development and maintain excellent working relationships with peers and supervisors within the department through regular interfacing with management for information exchange
  • Ability to gather and analyze data from multiple sources
  • Ability to plan and prioritize multiple work assignments
  • Ability to read, write and prepare product repair orders and service tickets and to comprehend technical repair manuals, test procedures and technical product information
  • Professional communication skills including ability to communicate policies and procedures
  • Ability to solve problems involving similar or related conditions where solutions are determined from available choices and well-established guidelines
  • Demonstrate English language competency in both oral and written communication modes for both internal and external communications, especially in repair order work and troubleshooting activities
  • Excellent time management skills
  • Analytical thinker with interpersonal skills.



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