Support Specialist at MiX Telematics

Job description

MiX Telematics has a vacancy for a Support Specialist. The position based in Stellenbosch, Cape Town and reports to the Support Services Manager.

The company would hereby like to invite all interested candidates who feel they meet the minimum requirements to apply for the position.

DUTIES:

The Support Specialist is an analytical person who enjoys interacting with both people and technology. This person needs to be able to work alone, as well as in a team. He / she will be working together with a small team of people, providing support (both telephonic, electronic and on-site where necessary) on the MiX Telematics product range to regional services organization, international dealers and partners.

The person will also be involved in extensive, formal software / hardware support and trouble shooting. This person must be willing to work a late shift (11:30am – 8:00pm), which will be for 1 week per month as well as the occasional Public Holiday and weekend (this load will be shared with other team members).

MUST HAVE REQUIREMENTS & ATTRIBUTES:

• Must have 3-5 years’ experience in supporting customers in a highly technical, fast-paced environment
• Proven understanding of either telecommunications, telemetry or telematics technology
• Basic knowledge of SQL or MySQL, or similar databases, with respect to running queries and finding data
• Understanding of ICT infrastructure, especially hosted environments, and how they are supported by IT and Development teams and used by customers
• Basic understanding of mobile technology, especially GPRS and 3G, and the flow of communication between remote devices and back-end systems
• Experience in the use of Incident Management tools and systems (for example MS CRM, SysAid, Heat, Remedy)
• Experience in providing support on custom/proprietary software applications (i.e. not standard Windows applications) including Frontends/UI, Backends and Databases
• Experience in dealing with Product Development teams (Software, Firmware, Hardware) would be advantageous
• Attention to detail, systematic approach to problem solving
• Professional attitude and behavior as well as strong customer focus
• Excellent written and verbal communication skills
• Highly analytical, organized, assertive, decisive and patient
• Very strong PC and web literacy
• Ability to build relationships with both customers and colleagues
• Self-motivated, dynamic and able to work independently and in a team
• Willing to travel as and when required (this will be infrequent)
• Formal technical qualifications or completed courses in the ICT or Telecommunications field would be highly advantageous

We are looking to employ someone that

• Has a proven track record in providing excellent customer service
• Fits the company culture & values
• Ideally has experience in the automotive / transport / vehicle tracking or telecommunications industry
• Ideally has experience working overseas or in dealing with international customer

All applicants will be dealt with in terms of the company’s employment equity and skills development plans, affirmative action candidates may be preferred. Although all applications will be considered, not all applicants will be interviewed. Only written applications received before the closing date will be considered.