Technical Support Analyst: Video Helpdesk X2
Listing reference: track_001265
Listing status: Online
Apply by: 9 August 2024
Position summary
Job category: Helpdesk and Technical Support
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the services of a Technical Support Analyst in our Technical Support Department. The incumbent will be responsible for diagnosing customers’ in-vehicle camera (AI Dashcam and MDVR) issues, such as investigating user complaints, troubleshooting, and resolving in-vehicle camera related system/hardware/software problems.
KEY DUTIES AND RESPONSIBILITES:
- Resolve customer issues with in-vehicle camera issues, IA Dashcam and MDVR.
- Ensure customer satisfaction.
- Maintain accurate records of interactions with customers and recurring user problems.
- Follow up with customers as needed to ensure any problems are resolved.
- Statistical reporting on product performance.
- Evaluate and assess current processes and develop solutions to assist with problem areas.
- Monitor system performance.
- Communicate actively and effectively with stakeholders/clients/business.
- General administration.
Minimum Requirements:
- Matric.
- Minimum 2 years relevant products and systems knowledge.
- Basic technical knowledge on how products/software work.
- Basic products and software testing knowledge advantageous.
- MS Office Suite proficiency (MS Word, Excel, PowerPoint).
- Interpersonal skills.
- Technical and problem-solving skills.
- Ability to work under pressure.
- Ability to effectively multi-task and prioritize.
- Negotiation and mentoring skills.
- Written and verbal communication and presentation skills for group settings, including management level and development team.
- Reporting and documentation skills.
- Valid driver’s license preferred.
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