Product Support Agent (Durban) X2

Tracker Connect; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading technology company in Durban is seeking a Product Support Agent to provide efficient support to clients on the functionality and health of Tracker units. Responsibilities include managing post-installation queries, liaising with various departments, and performing office administration tasks. Ideal candidates should have a minimum of Matric and at least 1 year of call center experience. A customer-centric mindset and excellent communication skills are essential for this role.

Benefits

Medical aid

Provident fund

17 annual leave days

Qualifications

• Understanding of telematics & telecommunications, specifically GSM & satellite communication.
• At least 1 year of previous call centre experience.
• Initiative and customer-centric mindset.

Responsibilities

• Provide telephonic service to existing clients.
• Handle post-installation product support queries.
• Liaise with internal and external clients.
• Capture and update customer and vehicle details.
• Perform general office administration tasks.

Skills

Verbal communication

Written communication

Ownership of tasks

Attention to detail

Problem-solving

Education

Matric / Grade 12

Tools

MS Office

MS Outlook

Skytrax

Job description

Product Support Agent (Durban) – Tracker Connect

Providing support to all consumer and corporate clients on the functionality and health of Tracker units.

All queries and requests will be assisted efficiently and professionally.

Location: Durban – Contract: Permanent – Remuneration: Market Related

Responsibilities

• Provide telephonic service to existing clients.
• Handle post-installation product support queries (TomTom, Empower, Skygistics, and Skytrax).
• Liaise with internal / external clients, branches, consultants, and fitment departments.
• Capture, maintain, and update customer and vehicle details.
• Coordinate with the Cancellation department on client cancellation requests.
• Perform general office administration (pull reports, investigate issues, manage roaming and login / reset passwords).
• Provide feedback to internal and external customers.
• Create, allocate, and follow up on service requests.
• Handle internal and external complaints via telephone and email.
• Perform any other related tasks or duties assigned by the Supervisor / Line Manager.
• Adhere to the schedules as determined by the telephony system.

Qualifications

• Minimum of Matric / Grade 12.
• Proficient in MS Office, MS Outlook, and MS Internet Explorer.
• Understanding of telematics & telecommunications, specifically GSM & satellite communication.
• Excellent verbal and written communication skills.
• Ability to take ownership of tasks and queries.
• Strong knowledge of Tracker TMS, CRM, CDS, Skytrax Web, and Skytrax Sales Support.
• Attention to detail.
• At least 1 year of previous call centre experience.
• Initiative, teamwork, problem-solving, result-driven, and customer-centric mindset.

Benefits

• Medical aid.
• Provident fund.
• 17 annual leave days.