• Strong technical aptitude and interest in telematics, IT systems, or automotive technology.
• Excellent communication skills and customer‑oriented mindset.
• Good command of English (written and spoken).
• Proficiency in MS Office (Word, Excel).
• Ability to analyse data and solve problems independently.

• Experience with CRM or ticketing systems (Salesforce preferred).
• Previous experience in technical support, IT helpdesk, or telematics.
• Understanding of GPS technology, SIM connectivity, or vehicle electronics.
• Ability to work under pressure and manage multiple tasks simultaneously.

Technical Troubleshooting & Diagnostics

• Provide front‑line technical support via phone and email.
• Record and manage all reported issues in Daktela/JIRA/Salesforce Service Cloud(ticketing system)
• Perform remote diagnostics for all installed hardware (GPS units, modems, antennas, accessories).
• Analyse and validate customer data in CRM, AdminSoft and other backend systems.
• Diagnose and resolve the majority of customer reported issues (approximately 75–80%) using advanced product knowledge, technical expertise, and direct system access.
• Identify root causes of technical issues and propose corrective actions.
• Support customers with:

- Client portals

- Mobile applications

- Third‑party integrations

Systems & Tools

Daily work includes the use of:

• 3CX/Daktela telephone system (dedicated technical support queue)
• Salesforce Service Cloud/JIRA/Daktela (ticketing)
• CRM(customer data)
• AdminSoft (backend diagnostics & data validation)
• Microsoft Navision 2016 (service cases, documentation)
• SIM provider platforms (connectivity checks)
• Demo equipment for testing and reproducing issues

Service Case Management

• Create service/repair orders in Navision when remote troubleshooting is unsuccessful.
• Document diagnostics results and provide repair recommendations for installers.
• Record all customer‑reported changes to vehicle data or installed equipment.
• Maintain internal documentation for ad‑hoc interventions performed without a formal work order.

Cross‑Department Collaboration

• Cooperate with Operations to provide additional technical data to Sales or customers.
• Share insights about recurring issues, installation problems, or customer‑specific requirements.
• Work closely with Level 2 Support and Sales on complex cases or special customer requests.
• Support customer onboarding by explaining system functionalities and technical requirements.

Customer Communication

• Operate a dedicated technical support phone line (08:00–17:00 on weekdays).
• Provide clear, professional, and customer‑friendly communication.
• Guide customers through troubleshooting steps and system usage.
• Ensure timely updates and follow‑ups on open tickets.

Quality, Compliance & Continuous Improvement

• Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), including resolution rates, response times, and customer satisfaction scores.
• Prioritize and manage workload to ensure adherence to defined service standards and escalation procedures.
• Contribute suggestions to improve service quality and technical processes.
• Immediately report potential risks or emerging technical problems.
• Maintain accurate documentation and adhere to internal quality standards.
• Participate in ongoing training and stay updated on new products, systems, and technologies.
• Follow safety, environmental, and company value guidelines.