Fresh Jobs at Tracker Connect (Pty) Ltd

Job description

• The incumbent is expected to be a one-stop call resolution employee by answering incoming calls and resolving queries received from Tracker  Clients according to the relevant
• SOP and company standards.
• Contribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards.
• Accurate capturing of data and updating of client information while speaking with the client.
• Ensure that Customer Service standards are maintained in a highly pressurized environment.
• Meet targets as per Key Performance Agreement.
• Follow up on client’s outstanding queries.
• Accurate record keeping of statistics as per stipulated guidelines.
• Effective utilization of the post call service rating system
• Ability to interpret the financial system and assist clients with basic financial and legal queries.
• Contribute to effective retentions of customers through excellent query resolution. Show tolerance and patience in understanding customer complaints, and ability to positively turnaround the call.
• Post installation testing and unit related investigations. First line technical support for Tracker units.
• Distribution of Skytrax Service Requests after in-depth investigation and analysis was done on possible cause of problem.
• Adherence to schedules as determined on the Telephony system.
• Ensuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards.
• Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service within the Customer Service division.

Minimum requirements

• Matric
• Minimum of 3-4 years Call Centre experience, of which 1 year dealing with a variety of queries and complaints in Inbound and Outbound.
• Tertiary qualification will be an advantage.
• Technical, Financial and Credit Control background would be an added advantage.
• A passion for customer service and a professional attitude at all times.
• Knowledge of Tracker products and systems would be an added advantage.
• The ability to cope with a constant changing and pressurised environment.
• The ability to work in an environment where multi-skilling is required.
• The incumbent should have excellent interpersonal skills and the ability to pay attention to details.

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KEY DUTIES AND RESPONSIBILITES:

• Will be part of a dynamic Application Support team of self-motivated individuals.
• Ensure that all assigned Tickets are actioned daily and accurately updated daily.
• Ensure that Tickets are closed within SLA, updated with adequate resolution comments, and feedback given to the requestors.
• Escalate any incidents / tickets that cannot be resolved within the Application Support scope to the Development Support Team when needed per the “Development Support Ticket Logging Guideline”.
• Manage & follow-ups on tickets escalated to the ‘Development Support Team” until resolution SQL query writing for incident investigation & resolution.
• Share knowledge and expertise with other Application Support Analysts & Service Desk Team to enhance the quality of customer service and applications support while you also continuously learn.
• Facilitate / Take ownership of knowledge sharing and training suggestions regarding applications & systems processes to the business.
• Identify and resolve, technical or application issues affecting the smooth running of the business.
• Work in close relationship with the Development Support Team as well as Infrastructure Teams i.e Network Operators, Database Administrators, and other technical teams in resolving incidents.
• Continuously implement & adhere to all steps in SOP’s throughout the semester (Shared Documents for Application Support Team).
• Continuously adhere to Service Level Agreements (SLA's) for all internal and external clients.
• Demonstrate knowledge growth by way of obtaining work related certificate or creating SQL Query that assist the team or uploading knowledge base articles.

Minimum requirements

• Diploma in Information Technology or other relevant qualification
• ITIL Certificate
• 3 - 4 years in similar role
• Excellent database knowledge and experience using MySQL (writing SQL scripts)
• Good networking skills: TCP/IP, Load Balancers, Firewall, VPN’S
• Customer Support experience
• Experience with support ticketing systems such as Freshdesk

Non-negotiable skills/experience

• Demonstrates true passion for customer centricity and Software support.
• Highly adaptive and flexible to a changing environment.
• Demonstrates cross-functional expertise and be highly adaptive and flexible with the ability to thrive in a highly complex and ever-changing environment.
• Ability to follow instructions, work independently, or function in a team as needed.
• Willing to work extended hours – may include standby.
• Knowledge of ITIL processes (incidents, Change & Problem Management).
• Ability to effectively convey information of a highly technical nature to non-technical audiences for example, between Finance and Technology.
• Experience documenting KB articles and how to reference guides to enable 1st line support and more junior team members to easily pick up work.
• A good understanding of the end-to-end process and a willingness to learn.

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Job description

• Perform regular and planned assessment in your area of responsibility
• Identifying shortfalls and providing solutions
• interacting with technicians and having technical discussions
• Perform regular and planned assessments of fitment centre in your area
• Mentoring and educating technicians
• Ensure compliancy with regards to installations and OEM bulletin
• Ensuring compliancy in customer service ethics
• Ensuring bulletins are circulated to Technicians and FC
• Maintain strong Quality standards
• Ensure compliancy with regards to reporting to admin and Management
• Liaise between multiple departments  
• Motivate techs to perform quality installations
• Provide reports and feedback
• Implement and evaluate quality procedures
• Evaluate and improve technical procedures
• Attending to Technical SR’s that are quality related and give feedback to the technicians and the managers.
• Maintain Trackers recommended recovery rate in your area of responsibility through the installation quality process
• Perform test requests
• Attending to PIC’s
• Attending to battery drainage complaints
• Assisting with project installations
• Assisting with afterhours standby
• Liaise with clients to solve technical issues and deliver service excellence
• Ensure compliancy with regards to reporting to Management
• Assisting with technical queries

Minimum requirements

• Matric with a National Technical Certificate in Automotive Electronics/Motor Mechanic.
• Minimum 5 years’ experience as an auto electrician or motor mechanic with one year being in a Supervisory role.
• Valid driver’s license.
• The candidate must possess good communication and administrative skills.
• Computer literacy will be advantageous (MS Office)
• Possess good fault-finding skills and techniques.
• Possess the necessary skills to deliver service excellence.
• Be prepared to travel.