Product Support Agent – Permanent Position (Randburg)
Listing Reference: track_001318
Apply By: 3 December 2025
Industry: IT & Internet
Category: Customer Service
Location: Randburg
Contract Type: Permanent
Remuneration: Market Related
Employment Equity Position: No
The Product Support Agent role is essential for maintaining strong relationships with both corporate and consumer clients. This position focuses on assisting customers with the functionality, performance and general health of tracking units and related telematics products. The role requires a professional, service-driven approach to managing product-related queries, offering technical support and ensuring an excellent customer service experience. The successful candidate will support various product lines and collaborate with multiple internal teams to ensure smooth operations.
Role Overview
Product Support Agents play a vital part in ensuring that client queries are handled efficiently and that technical concerns are resolved promptly. The position primarily involves telephonic communication, data capturing, troubleshooting and providing accurate information to customers. As the first point of contact for many clients, the Product Support Agent contributes to enhancing customer satisfaction and maintaining service quality standards.
Key Responsibilities
1. Client Support and Telephonic Assistance
A large portion of the role involves offering telephonic support to existing customers. This includes responding to questions about Tracker devices and guiding clients through product features, usage and troubleshooting steps. Agents provide clear, professional communication while ensuring that each customer receives the necessary assistance to resolve their concern.
2. Post-Installation Support
The role requires handling product queries that occur after installation. This includes addressing issues related to technologies such as TomTom, Empower, Skygistics and Skytrax systems. Agents must use their product knowledge to help clients understand how the hardware and software work together and assist in resolving any incompatibilities or setup concerns.
3. Coordination With Internal and External Teams
To provide a seamless customer experience, the Product Support Agent liaises with several departments including branches, consultants, fitment teams and service divisions. Collaboration helps ensure that clients receive accurate information and that any operational matters are escalated or resolved through the correct channels.
4. Customer Data Management
Accurate record-keeping is essential. The role involves capturing, updating and maintaining customer profiles, including vehicle details and service request information. This helps ensure that all departments accessing customer data have reliable, updated records.
5. Handling Service Requests and Administrative Tasks
Agents will create, allocate and follow up on service requests to ensure timely resolution. They also assist with general administrative duties such as pulling reports, performing investigations, facilitating roaming updates, and managing account access by resetting or issuing new login credentials when necessary.
Communication with the Cancellation Department is required when clients request account termination. The agent must relay this information clearly and ensure that the correct procedures are followed.
6. Managing Complaints
Product Support Agents handle internal and external complaints via phone or email. This requires patience, accuracy, and a customer-centric approach. Ensuring that complaints are addressed professionally helps build trust and reduce customer frustration.
7. Adherence to Schedules
The role requires strict adherence to telephony schedules and system-generated timelines. Maintaining punctuality and consistency ensures service levels remain high and that customers experience minimal waiting times.
8. Additional Duties
From time to time, the Supervisor or Line Manager may assign additional tasks. These related duties form part of maintaining smooth operations within the department.
Minimum Requirements
To be considered for this position, applicants must meet the following criteria:
- Matric / Grade 12 qualification
- At least 1 year of call centre experience, preferably in a technical or customer service environment
- Strong computer skills, including MS Office, Outlook and web browsers
- Understanding of telematics and telecommunications, specifically GSM and satellite communication technologies
- Excellent verbal and written communication abilities
- Strong sense of ownership, accountability and responsibility toward resolving customer queries
- Working knowledge of systems such as Tracker TMS, CRM, CDS, Skytrax Web and Skytrax Sales Support will be highly advantageous
Competencies
The role requires individuals with strong behavioural and technical qualities, including:
- Attention to detail
- Initiative and problem-solving ability
- Effective teamwork and collaboration
- Results-driven mindset
- Customer-centric approach