About the position
Main Purpose of the Role
To provide high-quality technical support in English to internal and external clients across all products, with a strong focus on GSM-related products and technologies, ensuring excellent customer service, technical accuracy, and continuous improvement of support services.
Key Responsibilities
Technical Support & Service Delivery
- Respond to all technical support queries received via inbound calls, ZOHO live chat, and email within defined turnaround times and quality standards.
- Deliver clear, professional, and solution-focused communication to clients at all times.
- Provide specialised GSM technical support to internal support teams and external customers, including troubleshooting complex technical issues.
Product & Technical Expertise
- Maintain in-depth knowledge of CENTURION products, installation specifications, and GSM technologies.
- Stay up to date with network and telecommunication factors affecting GSM product performance.
- Support internal teams with accurate product and technical guidance.
Knowledge & Resource Management
- Ensure technical support teams have access to up-to-date technical resources and documentation.
- Continuously update and improve the technical knowledge base to enhance support efficiency and service quality.
Testing, Quality & Continuous Improvement
- Collaborate with Quality Evaluation and R&D teams to test new software and firmware releases on G-Ultra devices and the G-Web platform.
- Identify, document, and escalate bugs or technical issues for resolution.
- Contribute to improving technical processes, product reliability, and customer experience.
Third-Party & Network Liaison
- Liaise with network providers (e.g. MTN) regarding network-related issues affecting SIM cards supplied with G-Ultra devices.
- Create and maintain a database of network standards and provider suitability across regions for use by sales and export teams.
Coaching & Training
- Coach and mentor internal technical support staff to enhance GSM and product-related technical skills.
- Ensure the support desk remains informed of network-related impacts on GSM devices.
Customer Experience
- Uphold consistent customer service standards across all interactions.
- Actively contribute to positive customer experiences and long-term client satisfaction.
Ad-Hoc & Operational Support
- Participate in ad-hoc activities including training, exhibitions, site support, technical data updates, product testing, and unique site requirements.
Qualifications
Experience
- Minimum of 2 years’ experience in a technical support role
- Experience in a technical environment is highly advantageous
- Background in electronics, electrical systems, gate automation, or related technical fields will be beneficial
Please note that only suitable candidates will be contacted.
Desired Skills:
- product specialist
- technical
- support
