GPS Customer Support Engineer

at  SamTech Group

JOB SUMMARY:

Customer support agent is responsible for clients I after sales technical support. He is responsible to ensure the proper functioning of all vehicles’ tracking systems by keeping continuous contact with the customers.

SKILLS REQUIRED:

• Excellent communication skills both verbal & written in Arabic & English Language.
• Should have excellent interpersonal skills and ability to organize day to day operational activities.
• Demonstrated proficiency with Microsoft Windows and Microsoft Office.
• Ability to manage installation Schedules and Technicians teams.
• Able to learn new technologies quickly.
• Demonstrated willingness to keep technical skills and knowledge up to date.
• Excellent organizational skills and ability to adapt easily.
• Ability to prioritize and work around deadlines.
• Ability to remain professional, confident and patient at all times.
• Must be a team player, able to work effectively and contribute value with limited direction.
• Strong dedication to customer service.
• Minimum Educational Qualification: Bachelor’s degree in Electrical Engineering.
• Minimum Experience: 2-3 Years UAE.

• Checking and ensuring the GPS units proper functionality on daily basis.
• Reporting to the customers if any faulty unit is found.
• Coordinating with the customers about the vehicles’ availability.
• Liaising between the customer vehicles’ availability and the technicians’ schedules.
• Arranging the schedules for the units Maintenance / Removals / Installations / Transfer.
• Charging the customers for any chargeable activity by referring to the contract.
• Managing the units’ assignment / deactivation on the system.
• Ensuring the unit is reporting properly in case any new installation or unit transfer.
• Reporting to the customer the work done report immediately after any activity done by the technician.
• Troubleshoot the software issues reported by the customers.
• Reporting to the software developers any related issues that cannot be solved by the customer support agent.
• Configuring the units based on the installation requirements.
• Troubleshoot the units in case any related issue.
• Testing any new or existing hardware to meet a specific requirement.
• Assisting the customers through the phone / Email / Face to face to clear any query.
• Performing the training sessions to the existing or the new customers.
• Reporting to the accounts team the chargeable activities done by the technicians.
• Regularly visiting the customers to build and maintain a strong relationship.
• Preparing a daily / weekly / Monthly report based on the work requirements and the tasks assignment.
• Site visits, Training & Updating clients with new solutions.
• Any other work-related task that may arise as per the HoD instructions.