Job Description

Listing reference:

track_001481

Listing status:

Online

Apply by:

30 September 2025

Position summary

Industry:

IT & Internet

Job category:

Customer Service

Location:

Cape Town

Contract:

Permanent

Remuneration:

Market Related

EE position:

No

Introduction

The Regional Product Support Agent is responsible for assisting customers with technical challenges, application navigation, and product-related queries. While daily customer walk-ins and system log-ins will be facilitated and managed by the Regional Supervisors, the technical assistance function will remain centralised from the Johannesburg Head Office to ensure consistency, quality, and efficiency in resolving customer concerns.

Job description

Provide telephonic service existing clients. Handle after Installation product support related queries (TomTom, Empower, Skygistics and Skytrax related queries) Liaise with internal / external clients, branches, consultants, as well as fitment departments Capture, maintain and update customer and vehicle details Communicate with the Cancellation department when receiving cancellation request from the clients General office administration (Pull reports, Investigation, Roaming and Login/reset passwords) Provide feedback to the internal and external customers Creating, allocate and follow up on service requests Handle internal and external complaints on Telephonically and emails Any other related tasks or duties assigned by the Supervisor / Line Manager Adherence/Comply to schedules as determined on the Telephony system. Taking ownership of all queries received, calls taken and assisting the client within our SLA's. Provide feedback to management on recurring customer issues or product-related concerns. Product support is a centralised function with the biggest ownership of delivery to the manager product support head office

Minimum requirements

Must have Matric / Grade 12 1-year previous call centre experience Computer skills: MS Office, MS Outlook as well as MS Internet Explorer. Understanding of telematics & telecommunications, specifically GSM & satellite communication Excellent Communication (verbal and written) skills Ability to take ownership of tasks and queries Excellent knowledge on Tracker TMS, CRM, CDS, Skytrax Web and Skytrax Sales Support.

Competencies

Attention to detail Initiative Teamwork Problem solving Results driven * Customer centric