Support Specialist - Portuguese Speaking at MiX Telematics

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:

• Fluent in English and Portuguese (spoken and written)
• Bachelor degree with more than 3 years’ similar working experience in international firms
• Experience in web and application development, specifically API integration and troubleshooting
• Excellent troubleshooting and problem solving skills
• 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

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