Installation Support Agent – Testing

at  Tracker South Africa

POSITION SUMMARY

Industry: Telecommunication Services
Job category: Telecommunication and Mobile Systems
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes

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.

• 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.
• Ensure data consistency, integrity and accuracy in all relevant systems and applications at all times.
• 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.