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.

• 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

• 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.  

• 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