Product Support Agent - Cape Town

Tracker South Africa; Cape Town; On-site; ZAR 150,000 - 180,000; Full time

Job summary

A leading technology support company is seeking a Regional Product Support Agent in Cape Town. You'll provide telephonic support to clients, manage installation queries, and engage in general office administration. The ideal candidate has a Matric qualification, call centre experience, and strong communication skills. This role requires expertise in telematics and excellent ownership of tasks. Competitive salary and benefits offered.

Qualifications

• Must have a Matric / Grade 12 qualification.
• 1-year previous call centre experience required.
• Understanding of telematics and telecommunications.

Responsibilities

• Assist customers with technical challenges and product queries.
• Provide telephonic service to existing clients.
• Capture and maintain customer and vehicle details.

Skills

Excellent Communication skills

Problem solving

Customer centric

Teamwork

Initiative

Education

Matric / Grade 12

Tools

MS Office

MS Outlook

Skytrax

Job description

The 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.

• 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
• Must have Matric / Grade 12
• 1-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 Support.
• Initiative
• Teamwork
• Problem solving
• Customer centric

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