Installation Support Agent

7 months ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001240

**Listing status**: Online

**Position summary**:
**Industry**:Telecommunication Services**Job category**:Telecommunication and Mobile Systems**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**:
**Job description**:
**Key roles and responsibilities**:

- Successfully conduct testing and commissioning of all New installed GPS/GSM based products, as per the standard operating procedures (SOPs).
- Successfully conduct testing and closing of all Service Requests for GPS/GSM based products, as per SOPs.
- Continuously liaise with technicians regarding outstanding Installation Reports that require updating on the various systems.
- Conduct accurate configuring and sending of settings of all accessory tests for GPS/GSM based products.
- Issuing of accurate test reference numbers to all technicians for successful tests.
- Develop and maintain relationships with internal stakeholders to deliver Commissioning services in accordance with the expectations of the organization.
- Providing great customer service and experience to both existing and prospective technicians, clients, and stakeholders.
- Continuously drive quality through accurate capturing of testing notes against defined quality standards.
- Maintain approved service level agreements (SLAs) and take corrective measures to ensure optimization of the AB (abandonment) rate, as per agreed strategic objectives and targets.
- Ensure accurate capturing of all vehicle data on the various systems (CRM, CDS, TMS and IFS etc.) in line with SOPs.
- Ensure the consistent delivery of excellent Customer Service, striving towards a customer centric culture in line with strategic objectives.
- Ensure that the approved quality assurance rate is actioned and maintained as per agreed strategic objectives and targets in terms of compliance.
- Conduct all relevant tasks and duties to ensure the achievement and maintenance of the approved SLA on all mailboxes
- GSM Testing Queries, RF Commissioning, Installation Reports, SR Offline etc.
- Conduct all agreed evaluations and reporting to provide daily statistical feedback required for performance improvement.

**Minimum requirements**:

- NQF level 4 with a minimum of five years working experience.
- Typing (35 wpm with 95 % accuracy).
- Technical background will be preferable.
- Knowledge of GPS or GSM and RF systems will be advantageous.
- Providing a customer information service.

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