Support Centre:

The support centre provides real time assistance to field technicians, authorised distributors, and customers. The team manages incoming calls, tickets and chat messaged from the field to guide installations, setup and new connections, ensuring Guardian Units operate correctly and reliably. In addition, the team performs remote troubleshooting to resolve technical issues, and initiates warranty claims when required.

Position Purpose: A Product Support Agent is expected to effectively support the Guardian product by managing and maintaining all appropriate records in Guardian Live, SharePoint, AWS and other applications used by the Support Centre and stakeholders.

Key Responsibilities of the role:
• Action requests by phone, chat, or the ticketing system and ensure tasks are
completed in accordance with agreed Service Standards and processes
• Assist Distributors and direct customers with Guardian Live queries
• Assist in the completion of system installation in-vehicle, ensuring that quality
processes were followed, and the Installer was appropriately certified to complete the
task
• Create and maintain customer information within Guardian Live
• Create, maintain, and troubleshoot customer reports
• Update and maintain Customer account configuration Documents
• Create End of Assessment Reports
• Assess fault trends using Guardian Live diagnostic data, determine when
troubleshooting may be required
• Create adhoc reports (non-standard data manipulation) as requested
• Perform Guardian Extended Data Recording decryption and report preparation requests
• Create and distribute xml-based and json-based configuration files for customers, vehicles, and technicians
• Maintain a sound working knowledge of all Guardian products and services, with a strong emphasis on Guardian Live
• Coordinate escalations within the business as needed

Knowledge, Skills and Experience:

a) Education / Qualifications:

• High School certificate

b) Professional Experience:

• Experience in a call centre, technical customer service, or similar technical environment providing network, hardware, and/or software support
• Experience with a support ticketing system (Zendesk is used by Seeing Machines)
• Experience with issue tracking ticketing systems (Jira is used by Seeing Machines)
• Experience with data entry, with an emphasis in protecting sensitive and private data
• Proficient in MS Office (Word, Excel, PowerPoint, etc.) and Windows Operating Systems

c) Personal Attributes & Behaviours:

• Excellent customer service skills
• Excellent oral and written communications skills with the ability to convey information to both technical and non-technical users
• Demonstrated ability to work in a fast-paced environment, prioritizing multiple tasks
simultaneously
• Demonstrated ability to learn technical processes quickly
• Demonstrated ability to work effectively in a team within a dynamic environment