Product Support Agent

Tracker Network; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading technology firm in Cape Town seeks a Regional Product Support Agent to provide telephonic service to clients, handling technical queries and product-related support. Candidates should have Matric, previous call center experience, and strong communication skills. Familiarity with telematics and telecommunications is essential. This role requires teamwork, attention to detail, and a customer-centric approach. The position offers a permanent contract with market-related remuneration.

Qualifications

• Previous call center experience.
• Strong verbal and written communication skills.
• Ability to take ownership of tasks and queries.

Responsibilities

• Provide telephonic service to existing clients.
• Handle after installation product support queries.
• Maintain and update customer and vehicle details.

Skills

Excellent Communication skills

Computer skills (MS Office, MS Outlook)

Understanding of telematics and telecommunications

Problem solving

Attention to detail

Education

Matric / Grade 12

Tools

Tracker TMS

CRM

CDS

Skytrax Web

Skytrax Sales Support

Job description

Listing reference : track_

• Listing status : OnlineApply by : 30 September
• Position summaryIndustry : IT & InternetJob category : Customer ServiceLocation : Cape TownContract : PermanentRemuneration : Market RelatedEE position : NoIntroductionThe Regional Product Support Agent is responsible for assisting customers with technical challenges, application navigation, and product-related queries.

While daily customer walk-ins and system log-ins will be facilitated and managed by the Regional Supervisors, the technical assistance function will remain centralised from the Johannesburg Head Office to ensure consistency, quality, and efficiency in resolving customer concerns.

Job description

Provide telephonic service existing clients. Handle after Installation product support related queries (TomTom, Empower, Skygistics and Skytrax related queries). Liaise with internal / external clients, branches, consultants, as well as fitment departments. Capture, maintain and update customer and vehicle details. Communicate with the Cancellation department when receiving cancellation request from the clients. General office administration (Pull reports, Investigation, Roaming and Login / reset passwords). Provide feedback to the internal and external customers. Creating, allocate and follow up on service requests. Handle internal and external complaints on Telephonically and emails. Any other related tasks or duties assigned by the Supervisor / Line Manager. Adherence / Comply to schedules as determined on the Telephony system. Taking ownership of all queries received, calls taken and assisting the client within our SLA's. Provide feedback to management on recurring customer issues or product-related concerns. Product support is a centralised function with the biggest ownership of delivery to the manager product support head office.

Minimum requirements

Must have Matric / Grade -year previous call centre experience. Computer skills: MS Office, MS Outlook as well as MS Internet Explorer. Understanding of telematics & telecommunications, specifically GSM & satellite communication. Excellent Communication (verbal and written) skills. Ability to take ownership of tasks and queries. Excellent knowledge on Tracker TMS, CRM, CDS, Skytrax Web and Skytrax Sales Supportpetencies. Attention to detail. Initiative. Teamwork. Problem solving. Results driven. Customer centric.