Location: RemoteWe have offices in Cape Town, Stellenbosch and Midrand, JHBPowerfleet, a leading AIoT SaaS provider of mission critical solutions, delivering advanced data insights to mobile asset and fleet operations for business improvement is looking for a Product Support Specialist to join our team.Description: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 defects 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.Assist with the administration and maintenance of our Zendesk support platform.Provide ad hoc reports using SQL queries.Engaging with third party hardware providers on support related incidents and problems.Perform additional functions as requested by management.Experience and Education Requirements:Bachelor's 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 technologyFamiliar 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.Basic understanding of ITIL Foundation (Incident management).Very good interpersonal skills and team spiritHighly analytical, organized, assertive, decisive, and patient.Good oral and written EnglishBasic REST and SOAP API requestsWe are looking to employ someone that:Has a proven track record in providing excellent customer serviceFits the company culture & valuesIdeally has experience in the automotive / transport / vehicle tracking or telecommunications industryIdeally has experience working overseas or in dealing with international customersAble to work unsupervised from homeHas backup internet power during loadshedding.
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