Product Support Specialist
Do you love all things Support? Do you have a good understanding of a product life cycle and a technological environment? Do you experience working with Developers?
MiX Telematics has a vacancy for a Product Support Specialist. The position based in Stellenbosch, Cape Town and reports to the Support Services Manager.
The company would hereby like to invite all interested candidates who feel they meet the minimum requirements to apply for the position.
Purpose:
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
What you need to be successful:
- Bachelor degree with more than 3 years’ similar working experience in international firms
- 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
- Good oral and written English
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
What’s in it for you:
- At MiX Telematics, we create technology. You would be joining a global SaaS company pioneering cloud-based technology that’s impacting the world of telematics and data. MiX Telematics consistently strives to innovate and is recognized as a global leader doing just that, enabling an environment where our people can push the boundaries and grow within a collaborative, boundaryless team. We seek talented, passionate team members who aren’t afraid to challenge, learn and strive for excellence.
- MiX Telematics is where some of the world’s smartest, most passionate and dedicated people create the world’s most innovative products
- We strive to be the very best at what we do. We believe in a healthy work-life balance and we believe in each other, supporting one another, working collaboratively towards a common goal
- At MiX we aspire to create an environment where we celebrate wins for each other and ultimately for the Company
- We offer our teams Flexible working according to our policy, in some cases full remote working in line with the operational requirements is possible. We trust our team members to get the work done
- We offer above-market salaries because our team members are unique and deserve to be recognized as such
- A high degree of collaboration and autonomy while working with a group of diverse peers
- Whatever hardware you require to make the magic happen
Who we are:
- Our products and services provide enterprise and small fleets, with solutions for efficiency, safety, compliance, and security to over 750,000 global subscribers. MiX Telematics was founded in 1996 and has offices in South Africa, the United Kingdom, the United States, Uganda, Brazil, Mexico, Australia, and the United Arab Emirates as well as a network of more than 130 fleet partners worldwide
Sound good? Apply NOW! We look forward to hearing from you:
Submit your CV via email to dillon.quickfall@mixtelematics.com
REFERENCE- Product Support Specialist
Closing date: 15 November 2021