Installation Support Agent – Testing

Tracker Connect; Randburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

An established industry player in telecommunication services is seeking an Installation Support Agent. This role is crucial for supporting operational efficiency and ensuring high-quality service delivery. You will be responsible for testing and commissioning GPS/GSM products, maintaining data integrity, and fostering relationships with internal stakeholders. The ideal candidate will have a strong technical background and a passion for customer service. Join a dynamic team where your contributions will enhance service quality and client satisfaction in a fast-paced environment.

Qualifications

• 5+ years of experience in a technical support role.
• Typing speed of 35 wpm with 95% accuracy.

Responsibilities

• Conduct testing and commissioning of GPS/GSM products.
• Provide excellent customer service to technicians and clients.
• Ensure data consistency and integrity across systems.

Skills

Customer Service

Attention to Detail

Technical Knowledge (GPS/GSM)

Data Accuracy

Education

NQF Level 4

Tools

CRM

CDS

TMS

IFS

Job description

Position Summary

Industry: Telecommunication Services

Job category: Telecommunication and Mobile Systems

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

Tracker requires the services of an Installation Support Agent in the Operations Department, based in Johannesburg. This position involves supporting the existing organization of work and staff within the department, as well as collaborating with other departments and stakeholders within TRACKER. Attention to detail and meticulousness are essential. Candidates must be customer service driven, able to work independently, and well-presented.

Job Description

Key roles and responsibilities:

1. Conduct testing and commissioning of all new GPS/GSM-based products according to SOPs.
2. Perform testing and closing of all Service Requests for GPS/GSM products as per SOPs.
3. Liaise with technicians regarding outstanding Installation Reports for system updates.
4. Configure and send settings for accessory tests on GPS/GSM products accurately.
5. Issue accurate test reference numbers to technicians for successful tests.
6. Ensure data consistency, integrity, and accuracy across relevant systems and applications.
7. Build and maintain relationships with internal stakeholders to deliver commissioning services aligned with organizational expectations.
8. Provide excellent customer service to technicians, clients, and stakeholders.
9. Maintain quality standards by accurately capturing testing notes.
10. Adhere to SLAs and implement corrective actions to optimize the abandonment rate as per strategic goals.
11. Accurately capture vehicle data in systems like CRM, CDS, TMS, and IFS following SOPs.
12. Deliver consistent, excellent customer service, fostering a customer-centric culture.
13. Maintain quality assurance rates as per strategic objectives and compliance requirements.
14. Perform tasks to achieve and sustain SLA targets across all mailboxes, including GSM Testing Queries, RF Commissioning, and others.
15. Provide daily statistical feedback for performance improvement through evaluations and reporting.

Minimum Requirements

1. NQF level 4 with at least five years of relevant experience.
2. Typing speed of 35 wpm with 95% accuracy.
3. Technical background preferred.
4. Knowledge of GPS, GSM, and RF systems advantageous.
5. Experience in providing customer information services.