Customer Solutions Specialist - IoT & Metering Support

Ontec; Cape Town; On-site; ZAR 201,000 - 268,000; Full time

Job summary

Ontec Cape Town seeks a capable support professional to be the primary contact for customer enquiries, owning and resolving issues with meters, IoT devices and Ontec solutions. You will provide 1st/2nd line support and manage escalations according to SLA terms.

Role requires 2+ years in technical support or related field, strong analytical and communication skills in English and local languages, and ability to work independently or in a team in a fast-paced environment.

Qualifications

• Tertiary Engineering Qualification or equivalent.
• Minimum 2 years technical industry experience advantageous.
• Basic knowledge of meters and IoT devices and systems.
• Proficiency in English, Xhosa and/or Zulu (written and verbal).
• The use of appropriate business language when communicating with customers.
• Must have good analytical skills.
• Skilled in MS Office (Excel, Word, PowerPoint).
• Ability to foster and maintain relationships.
• Positive, service-oriented attitude.
• Able to be flexible and adapt to any work situation.
• Must be able to work independent and within a team.
• Ability to thrive in a fast-paced and high-pressure environment.

Responsibilities

• Provide end-to-end 1st and/or 2nd line support on all Ontec software and solutions; including Pyxis, Ontec Home, metering devices and HES.
• Analyze and resolve issues relating to meters, vending processes, consumer data, and general utility enquiries; aggregators and direct vendors.
• Track, communicate and resolve 3rd line escalated enquiries with relevant providers; close enquiry with the customer when completed.
• Ensure resolution of enquiries within applicable SLA timeframes.
• Keep abreast of Ontec products, solutions and services to provide guidance and training to customers.
• Onboard new customers on systems based on contracts and SLA terms; communicate milestones and timelines.

Skills

Analytical skills

Customer service

Communication skills English/Xhosa/Zul

Teamwork

Problem-solving

Adaptability in fast-paced env

Education

Tertiary Engineering Qualification or equivalent

Tools

MS Office

Excel

Word

PowerPoint

Job description

Ontec Cape Town seeks a capable support professional to be the primary contact for customer enquiries, owning and resolving issues with meters, IoT devices and Ontec solutions. You will provide 1st/2nd line support and manage escalations according to SLA terms.

Role requires 2+ years in technical support or related field, strong analytical and communication skills in English and local languages, and ability to work independently or in a team in a fast-paced environment.