Technical Support Analyst: Video Helpdesk X2Listing reference: track_001265Listing status: OnlineApply by: 9 August 2024Position summaryJob category: Helpdesk and Technical SupportLocation: RandburgContract: PermanentRemuneration: Market RelatedEE position: YesIntroductionTracker 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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