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The Role
Manage all Middle East regional technical support requests in accordance to respective client specific entitlements. Responsibilities: • Provide second level support to customers, internal staff and channel partners in order to have continuous service • Allocate service requests within the team • Prioritize and resolve service requests according to customer-specific SLAs • Conduct data or report investigations to determine whether reported issues are caused by MiX software/hardware or related to driver behavior or vehicle related problems • Troubleshoot system or user related errors, and provide feedback on resolution • Extract information and reports from the system to draft accident investigation reports • Conduct new database configurations or requested modifications • Create and provide technical support guides and documentation for customers, internal staff and channel partners • Conduct demos and training for customers, internal staff and channel partners on MiX Fleet Manager and value-added services • Learn new software and other role relevant applications as they are required and released • Assist with User Acceptance Testing for new releases • Liaise and assist the first level support team with the region’s specific processes and requests • Liaise with Head Office team for third level support
Manage all Middle East regional technical support requests in accordance to respective client specific entitlements. Responsibilities: • Provide second level support to customers, internal staff and channel partners in order to have continuous service • Allocate service requests within the team • Prioritize and resolve service requests according to customer-specific SLAs • Conduct data or report investigations to determine whether reported issues are caused by MiX software/hardware or related to driver behavior or vehicle related problems • Troubleshoot system or user related errors, and provide feedback on resolution • Extract information and reports from the system to draft accident investigation reports • Conduct new database configurations or requested modifications • Create and provide technical support guides and documentation for customers, internal staff and channel partners • Conduct demos and training for customers, internal staff and channel partners on MiX Fleet Manager and value-added services • Learn new software and other role relevant applications as they are required and released • Assist with User Acceptance Testing for new releases • Liaise and assist the first level support team with the region’s specific processes and requests • Liaise with Head Office team for third level support
Requirements
Additional responsibilities may be added depending on organisational requirements. • University Qualifications: BSc in Engineering or Computer Science/IT • Nature and length of previous experience: 2-5 Years experience • Language Fluency: English (mandatory), Arabic (optional), Hindi (optional) Soft Skills and Personality traits: • Strong analytical and problem-solving skills • Excellent verbal and written communication skills • Excellent interpersonal and customer service skills • Excellent time management skills • Ability to prioritize tasks • Self-learning skills Specialist knowledge: • Superior understanding of computer software systems • Proficient with Microsoft Office or related software
About the company
Founded in 1996, MiX Telematicss connected solutions and services provide enterprise fleets, small fleets and consumers with integrated solutions for safety, efficiency, sustainability, compliance and security. The company delivers its solutions to customers in over 120 countries, across the globe. Over 790,500 mobile assets from trucks and buses, to vans, cars, motorbikes and trailers are actively managed by MiX Telematics. In addition to employing in excess of 1,000 people, MiX Telematics has a growing network of more than 130 fleet partners worldwide. The company has offices in South Africa, the United Kingdom, the United States, Uganda, Brazil, Australia and the United Arab Emirates. MiX Telematics shares are publicly traded on the Johannesburg Stock Exchange (JSE: MIX) and on the New York Stock Exchange (NYSE: MIXT).