PRODUCT SUPPORT EXECUTIVE

RESPONSIBILITIES TROUBLE SHOOTING SUPPORT 1.1 To proactively monitor for anomalies (health-check) for all fleet devices across all platforms. 1.2 To provide “Over the Air” (OTA) support for technical inquires and troubleshooting request received for all fleet customers, and standby for any unexpected issues outside of working hours. 1.3 To provide support to Field Technicians/Engineers during their on-site troubleshooting with standby for unexpected issues outside of working hours 1.4 To assist in the diagnosis and resolution of device issues, liaising with Platform, IT, HW team and any Third party (Vendors) in order to rectify issues in a timely manner. 1.5 To act proactively in checking the device/system faults and providing diagnosis and resolutions. 1.6 To gather information on customers’ issue and identifying as well as resolving issues raised during your working hours with standby for unexpected issues outside of working hours. 1.7 To provide total support to all our telematics systems and products. 1.8 To demonstrate clear communication skills, problem solving skills and a good telephone manners as a professional in technical support and client relations. PRODUCT AND PLATFORM – TRIAL SUPPORT 2.1 To monitor all trial programs for fleet solutions and to ensure devices are accounted for before and after trial period. 2.2 To assist in ensuring new fleet solutions are monitored for the first one (1) to two (2) months, (depending on the fleet size) with proper guidance to the fleet operators’ PIC to enable them to maximize operational efficiency with our system/device. 2.3 To support Platform Team with trials, testing and monitoring performance of all new features and functions for fleet applications across platforms. 2.4 To liaise with VID and Platform team to evaluate and diagnose any unique, non-recurring and recurring problems, as well as to work on solution where relevant. 2.5 To document and/or summarize problems, issues and to communicate with the Platform, IT/HW teams and Vendor for solutions. 3. GENERAL REPORTING 3.1 To report key operational metrics to the Head of Technical Support and/or Senior Manager. 3.2 To prioritize and manage all open issues simultaneously to ensure issues raised are resolved within timeline provided. 3.3 To manage and record all tasks via Ticketing system. 3.4 To maintain accurate and timely reports and/or system updates to ensure all closing till the end. 3.5 To ensure that any calls and queries are attended to promptly. Working relationship with staff within the Company as well as Vendors/Dealers and Customers outside the Company as required. EXPERIENCE a) A graduate in a technical, science or engineering degree OR significant experience in a technical support role with strong problem solving skills b) At least 2 year(s) of working experience in a customer oriented industry – telemarketing, customer service or help desk c) Able to demonstrate clear communication and excellent interpersonal skills. d) Good understanding of computer systems, mobile devices and other tech products with hands-on experience. e) Ability to diagnose and troubleshoot technical issues providing step-by-step technical guide both written and verbal prioritizing timeline in solving issues with feedback to customers. f) Positive work attitude with good time management skill.