Position Summary

Remuneration: Market Related
EE position: Yes


Tracker requires the Services of an agent in the Product Support department based at our Head Office in Johannesburg. Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units. All queries and request will be assisted/dealt with efficiently and professionally. Agent is required to work a 12 (twelve) hour shift.

Job description

Key Roles and Responsibilities:
  • Loading of All Porsche/Infiniti/Cobra/Aston Martin contracts (Scheduling, DE-Re’s, COO- all products, POC) 
  • Monitoring of Cobra signals/TEMS and assisting NECC with stolen and hijacked vehicles in line with SLA 
  • Post Installation/ Cobra testing and support of all Tracker Platinum/VIP Clients 
  • Opening of Service request/escalations of all Tracker Clients 
  • Attending to all Platinum/VIP Clients Health Cases, (All Porsche, Infiniti, Aston Martin, etc.)
  • Scheduling of Technical staff for all Tracker Clients 
  • Odometer updating and unit resetting of all Tracker Clients  General office administration 
  • Resetting and assistance regarding Web logins/Passwords of all Tracker Clients
  • Any other related tasks or duties assigned by the Supervisor / Line Manager(inclusive of special projects) 
  • Tom Tom related queries 
  • All Social media request/queries for example Facebook and Twitter request 
  • Provide daily reports and feedback to the Supervisor and other internal and external customers( shift hand over) 
  • Involvement in all Tracker unit related investigations 
  • Handle internal and external complaints 
  • Updating of the Occurrence Book (OB)
  • Zoning and De-Zoning of all Vodacom generators 
  • Capture, maintain and update customer and vehicle details 
  • Any other related tasks or duties assigned by the Supervisor / Line Manager

Minimum requirements

Qualifications and Experience Required:
  • Matric and 2 years Product Support call centre experience.
  •  Computer skills: MS Office, Social media (Facebook, twitter), MS Outlook as well as MS Internet Explorer. 
  • Understanding of telematics & telecommunications ,specifically GSM & satellite communication 
  • Communication (verbal and written) skills
  • Communication (verbal and written) for VIP clients
  • Ability to take ownership of tasks and queries 
  • Excellent knowledge on Tracker CRM, Cobra/SUSAN application, TMS, TEMS, CDS, Empower, Skytrax Web, Webfleet, 3rd party gateway application, Skytrax Sales Support, TX, Willow and SharePoint data.  
Behavioural Competencies:
  • Address customers, in a polite and professional manner and display the ability to rephrase a message in order to test the understanding of the message
  • Deal with customer complaints in an effective and professional manner and display the ability to recognise and quickly respond to a problem
  • Utilise the company’s values during interactions with customers (internal & external) by constantly displaying a high level of integrity, honesty, responsibility and agility
  • Deliver timeously on promises to the customer.
  • Display active listening skills when communicating / interacting with others.
  • Willingness to assist others when necessary, both internal and external customers
  • Display a sense of urgency in achieving goals
  • Display a high level of attention to detail