Strategic Client Support

3 weeks ago

Cape Town, South Africa Optix Full time

Job Advert SummaryThe 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 RequirementsFleet Supervisor / Controller / AdministratorControl Room Operator / SupervisorMonitoring Agent in Operational Support CentreDriver Behaviour AnalyticsDecision MakingOrganisational and time managementAbility to work under pressureAttention to detailStrong customer focus and problem resolution skillsExcellent ability engaging and communicating (Verbal, Written and Presentation) within all levels of an organisationDuties & ResponsibilitiesDrivers Adding Drivers on the systemRemoving / marking drivers as inactiveUpdating driver detailsMoving driver roles between different groupsVehicle and Event Video Recorder (EVR) Updates Fleet MovementsEVR MovementsFleet number updatesRegistration updatesCreating of vehicles when neededVehicle status updatesVehicle type updatesVehicles settings supportUser Support Creating new users on the systemUser alerts activation and removalUser report activation and removalUser access updateProfile updatesRemoving users / marking users as inactiveEvent Support Accident event recoveryRecovery of events via the system or getting EVR's tothe office System backend investigation for missing eventsQuoting client on event recovery from ArchivesDirect System Support for clients Logging Cases with LYTX on development issueLogging cases with LYTX on behalf of client requestingassistance or answers Hibernation activation on vehicle on the client's requestFleet tracking support or activationMass resolve on events that is seen as not relevant bythe client, but still falls under our parameters for mass resolve Assisting the client on the dashboard and helping themunderstand how the dashboard works Event queries from the clientProviding client with fleet lists and EVR listsFull Driver, user, Vehicle Hierarchy updates on theclient's request Event Review Option (ERO) updatesAssisting client with Overdue for Download EVR's –TroubleshootingQuotations and Invoicing Providing clients with quote on stock items, IE : Torx keyand double-sided tape, etc. Send Purchase Orders for invoicingCourier Arrangements Arranging courier of goods orderedArranging courier for units that need to be repaired orneed events recovered.Telephonic Support Telephonic support for clients, on all software relatedquestions Telephonic support for all general queriesGeneral system queries and assistance #J-18808-Ljbffr

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