Job Description

Job Advert Summary

The Strategic Client Support role is responsible for delivering high-quality, proactive support for clients using DriveCam Online. This includes managing client communications, coordinating with Lytx, troubleshooting technical issues, guiding users through the dashboard, and handling fleet and user updates. The goal is to ensure timely issue resolution, maximize client value, build trusted relationships, and drive long-term satisfaction and adoption of the system.

Minimum Requirements

Fleet Supervisor / Controller /Administrator Control Room Operator / Supervisor Monitoring Agent in Operational Support Centre Driver Behaviour Analytics Decision Making Organisational and time management Ability to work under pressure Attention to detail Strong customer focus and problem resolution skills Excellent ability engaging and communicating (Verbal, Written and Presentation) within all levels of an organisation

Duties & Responsibilities

Drivers
+ Adding Drivers on the system
+ Removing / marking drivers as inactive
+ Updating driver details
+ Moving driver roles between different groups


Vehicle and Event Video Recorder (EVR) Updates
+ Fleet Movements
+ EVR Movements
+ Fleet number updates
+ Registration updates
+ Creating of vehicles when needed
+ Vehicle status updates
+ Vehicle type updates
+ Vehicles settings support


User Support
+ Creating new users on the system
+ User alerts activation and removal
+ User report activation and removal
+ User access update
+ Profile updates
+ Removing users / marking users as inactive


Event Support
+ Accident event recovery
+ Recovery of events via the system or getting EVR's to
the office

+ System backend investigation for missing events
+ Quoting client on event recovery from Archives


Direct System Support for clients
+ Logging Cases with LYTX on development issue
+ Logging cases with LYTX on behalf of client requesting
assistance or answers

+ Hibernation activation on vehicle on the client's request
+ Fleet tracking support or activation
+ Mass resolve on events that is seen as not relevant by
the client, but still falls under our parameters for mass

resolve

+ Assisting the client on the dashboard and helping them
understand how the dashboard works

+ Event queries from the client
+ Providing client with fleet lists and EVR lists
+ Full Driver, user, Vehicle Hierarchy updates on the
client's request

+ Event Review Option (ERO) updates
+ Assisting client with Overdue for Download EVR's -
Troubleshooting


Quotations and Invoicing
+ Providing clients with quote on stock items, IE: Torx key
and double-sided tape, etc.

+ Send Purchase Orders for invoicing


Courier Arrangements
+ Arranging courier of goods ordered
+ Arranging courier for units that need to be repaired or
need events recovered.


Telephonic Support
+ Telephonic support for clients, on all software related
questions

+ Telephonic support for all general queries
+ General system queries and assistance