Senior Technical Support Agent (Advanced Regional Support) at MiX Telematics

Description:

The function of this position is to respond to, update and resolve tickets submitted by our US customers, and only escalate those that cannot be resolved within this function to the 3rd and 4th line support and development team(s), whilst still retaining ownership of all cases logged by the customer. Support is driven through phone and ticket channels. This function also includes training, documentation, product support and diagnostics up to and including 2nd line. Specific to the region is knowledge of the complex USA compliance solution (ELD and HOS).Product and system knowledge and good problem solving skills are required for this position.

Primary Duties and Responsibilities

Technical Support:

• Investigate and resolve reported issues, including compiling additional information and engaging with the advanced support and development teams.
• Take appropriate steps to bring any open support cases to resolution in a timely manner.
• Analyze case problems, distinguish if it’s a product defect or product enhancement requirement.
• Perform diagnostics and attempt to resolve remotely (over-the-air).
• Provide clear instructions for issue resolution to field based technicians and any associated equipment required for maintenance.
• Provide Technical support to customers and Dealers/Partner Technicians.
• Provide 2nd Line Technical Support to the Commissioning Help Desk.
• Provide support for key services, specifically but not exclusively HOS and ELD.
• Provide general support on MiX applications (running reports and general use of systems).
• 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.
• It is a pre-requisite for the roles due to the time differences to work a late shift (1:30pm – 10:00pm) on a rotating roster, two weeks on late shift followed by 1 week on normal shift (8:15am to 4:45pm), 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

Secondary Duties and Responsibilities

Database Administration:

• Create / administer Drivers
• Decommission Drivers and Vehicles
• Maintain correct naming conventions
• Transfer vehicles across databases and sites
• Create / administer user access to MiX systems
• Setup notifications and alerts
• Submit configuration change requests to Technical Internal

Experience and Education Requirements:

• Associate Electrical, Electronic or IT degree, or in process of earning degree, or technical experience in Fleet Management devices/systems or automotive electrical type installations and repairs.
• Excellent troubleshooting and problem solving skills, including Ability to quickly understand and apply new technology.
• Proven understanding of either telecommunications, telemetry or telematics technology
• Familiar with product development process
• Experience in dealing with and working with Product Development teams
• 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 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
• Advance knowledge of Microsoft Office suite especially Excel.

We are looking to employ someone that:

• Has a proven track record in providing excellent customer service
• Very good interpersonal skills and team spirit
• Highly analytical, organised, assertive, decisive and patient
• Need to be able to think out the box.
• Must be able to work independently
• Excellent verbal and written communications skills in English (as if it is a 1st language) with a neutral accent who is able to be understood by customers who have broad American accents.
• Fits the company culture & values
• Ideally has experience in the telemetry/ tracking technology or telecommunications industry
• Ideally has experience working overseas or in dealing with international customers