Product Specialist

University of Fort Hare; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading educational institution in Johannesburg is seeking a qualified individual to provide high-quality technical support focusing on GSM-related products. The role demands excellent customer service and technical accuracy. Key responsibilities include troubleshooting complex issues, maintaining product knowledge, and coaching support teams. Candidates should possess a matric certificate and at least 2 years of relevant technical support experience. This position promotes continuous improvement and customer satisfaction through effective service delivery.

Qualifications

• Minimum of 2 years’ experience in a technical support role.
• Experience in a technical environment is highly advantageous.
• Background in electronics, electrical systems, gate automation, or related technical fields will be beneficial.

Responsibilities

• Respond to all technical support queries received via inbound calls, ZOHO live chat, and email.
• Deliver clear, professional, and solution-focused communication to clients.
• Provide specialised GSM technical support to internal and external customers.
• Maintain in-depth knowledge of CENTURION products and GSM technologies.
• Ensure technical support teams have access to up-to-date resources.
• Collaborate with teams to test new software and firmware releases.
• Liaise with network providers regarding issues affecting SIM cards.
• Coach and mentor internal technical support staff.

Skills

Technical support

GSM technologies

Customer service

Troubleshooting

Education

Matric

Job description

Monthly Cost To Company (Market related)

Main Purpose of the Role
To provide high-quality technical support in English to internal and external clients across all products, with a strong focus on GSM-related products and technologies, ensuring excellent customer service, technical accuracy, and continuous improvement of support services.

3>Key Responsibilities

Technical Support & Service Delivery

• Respond to all technical support queries received via inbound calls, ZOHO live chat, and email within defined turnaround times and quality standards.
• Deliver clear, professional, and solution-focused communication to clients at all times.
• Provide specialised GSM technical support to internal support teams and external customers, including troubleshooting complex technical issues.

Product & Technical Expertise

• Maintain in-depth knowledge of CENTURION products, installation specifications, and GSM technologies.
• Stay up to date with network and telecommunication factors affecting GSM product performance.
• Support internal teams with accurate product and technical guidance.

Knowledge & Resource Management

• Ensure technical support teams have access to up-to-date technical resources and documentation.
• Continuously update and improve the technical knowledge base to enhance support efficiency and service quality.

Testing, Quality & Continuous Improvement

• Collaborate with Quality Evaluation and R&D teams to test new software and firmware releases on G-Ultra devices and the G-Web platform.
• Identify, document, and escalable bugs or technical issues for resolution.
• Contribute to improving technical processes, product reliability, and customer experience.

Third-Party & Network Liaison

• Liaise with network providers (e.g. MTN) regarding network-related issues affecting SIM cards supplied with G-Ultra devices.
• Create and maintain a database of network standards and provider suitability across regions for use by sales and export teams.

Coaching & Training

• Coach and mentor internal technical support staff to enhance GSM and product-related technical skills.
• Ensure the support desk remains informed of network-related impacts on GSM devices.

Customer Experience

• Uphold consistent customer service standards across all interactions.
• Actively contribute to positive customer experiences and long-term client satisfaction.

Ad-Hoc & Operational Support
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Participate in ad-hoc activities including training, exhibitions, site support, technical data updates, product testing, and unique site requirements.

Qualifications

• Matric

Experience

• Minimum of 2 years’ experience in a technical support role
• Experience in a technical environment is highly advantageous
• Background in electronics, electrical systems, gate automation, or related technical fields will be beneficial

Please note that only suitable candidates will be contacted.