Product Support Specialist at MiX Telematics

Job description

MiX Telematics has a vacancy for a Product 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. 

Description:

The Product Support Specialist will assume ownership of Level 3 support cases about our online product/systems, escalated from Regional Admin from markets in South Africa, Europe, Middle East, Australia, Brazil and the USA, and will follow through until the case has been resolved. If Level 3 cannot resolve an issue, the candidate will then consult with Developers/Engineers to advance the resolution of the issue in a timely manner. Advanced online product/system knowledge and good problem solving skills are required for this position.

Primary Duties and Responsibilities:

• Provide Level 3 product/system support to regional admin/staff. Take appropriate steps to bring any open support cases to resolution in a timely manner
• Analyze case problems, distinguish if it’s product defect or product enhancement requirement. Submit defect in Jira, follow up and notify stakeholders of the status
• Work with tech teams to evaluate and prioritize complex product defects, help to identify causes and derive resolutions
• Develop product/system knowledge bases and FAQs for reference purposes
• Coordinate with product team & business units to support new product launch and existing product enhancements implementation
• 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)
• Perform additional functions as requested by management

Experience and Education Requirements:

• Bachelor degree with more than 3 years’ similar working experience in international firms
• Excellent trouble shooting and problem solving skills
• Proven understanding of either telecommunications, telemetry or telematics technology
• Familiar with product development process
• Knowledge of SQL or MySQL, or similar, with respect to running queries and analyzing data
• Knowledge of hosted environments, and how they are supported by IT and Development teams and used by customers
• Experience in dealing with and working with Product Development teams
• Excellent trouble shooting and problem solving skills
• Experience in the use of Incident Management Systems
• Very good interpersonal skills and team spirit
• Highly analytical, organized, assertive, decisive and patient
• Good oral and written English

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 customers
• 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.