Installation Support Agent – Testing

Tracker South Africa; Randburg; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Tracker South Africa is seeking an Installation Support Agent in the Operations Department, based in Randburg. The role involves testing, commissioning, and supporting GPS/GSM products, with emphasis on customer service and data accuracy.

The ideal candidate will have at least five years of experience, PSIRA Grade E, and strong typing and communication skills. Upliftment and a customer-centric approach are valued in this permanent role.

Qualifications

• Typing speed and accuracy required (35 wpm, 95% accuracy).
• Strong customer service orientation.
• Attention to detail and meticulousness.
• Ability to work independently and be well presented.

Responsibilities

• Conduct testing and commissioning of GPS/GSM products per SOPs.
• Close service requests for GPS/GSM products per SOPs.
• Liaise with technicians on outstanding installation reports and updates.
• Configure and send settings for accessory tests on GPS/GSM products.
• Issue accurate test reference numbers to technicians for tests.
• Maintain data integrity across systems and ensure SLA adherence.

Skills

Typing 35 wpm

Customer service

Attention to detail

Independence

Well presented

Education

Matric/NQF level 4

Job description

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 requires the candidates to support the existing organization of work and staff within the department as well as the different departments and our stakeholders within TRACKER.Attention to detail and meticulousness is an inherent requirement of the job. The candidates must be Customer Service driven and be able to work independently. The candidate must be well presented.

Key roles and responsibilities:

• Successfully conducttestingand commissioning of all New installed GPS/GSM based products, as per the standard operating procedures (SOPs).
• Successfully conducttestingand closing of all Service Requests for GPS/GSM based products, as per SOPs.
• Continuously liaise with technicians regarding outstanding Installation Reports that require updating on the various systems.
• Conduct accurate configuring and sending of settings of all accessory tests for GPS/GSM based products.
• Issuing of accurate test reference numbers to all technicians for successful tests.
• Ensure data consistency, integrity and accuracy in all relevant systems and applications at all times.
• Develop and maintain relationships with internal stakeholders to deliver Commissioning services in accordance with the expectations of the organization.
• Providing great customer service and experience to both existing and prospective technicians, clients, and stakeholders.
• Continuously drive quality through accurate capturing oftestingnotes against defined quality standards.
• Maintain approved service level agreements (SLAs) and take corrective measures to ensure optimization of the AB (abandonment) rate, as per agreed strategic objectives and targets.
• Ensure accurate capturing of all vehicle data on the various systems (CRM, CDS, TMS and IFS etc.) in line with SOPs.
• Ensure the consistent delivery of excellent Customer Service, striving towards a customer centric culture in line with strategic objectives.
• Ensure that the approved quality assurance rate is actioned and maintained as per agreed strategic objectives and targets in terms of compliance.
• Conduct all relevant tasks and duties to ensure the achievement and maintenance of the approved SLA on all mailboxes– GSMTestingQueries, RF Commissioning, Installation Reports, SR Offline etc.
• Conduct all agreed evaluations and reporting to provide daily statistical feedback required for performance improvement.
• Matric/NQF level 4
• 2 Years Call Centre experience
• Minimum of five years working experience.
• PSIRA Grade E
• Typing (35 wpm with 95 % accuracy).
• Technical background will be preferable.
• Knowledge of GPS or GSM and RF systems will be advantageous.
• Providing a customer information service.