Customer Service​/HelpDesk Co-ordinator, HelpDesk​/Support

Premium Support Co-ordinator - Customer Experience Care Desk

Tracker requires the Services of a Premium Support Co-ordinator in the Customer Experience Care Desk department based at our Head Office in Johannesburg. The candidate is responsible to deliver dedicated, end-to end support 24/7/365 days to Tracker Platinum-Gold and VIP customers, as well as internal stakeholders, ensuring exceptional service quality, timely technical issue resolution, and proactive customer engagement in accordance with SLA commitments.

To provide a diverse range of support services involving contracting, scheduling and overall support (technical and product) to premium Tracker customers.

• Efficiently handle telephonic, electronic, and walk-in customer inquiries in compliance with established Service Level Agreements (SLAs), policies and procedures.
• Open, allocate, and monitor service requests (SRs) to ensure timely resolution and customer satisfaction.
• Accurately load contracts, schedule services, and process contract amendments as requested by customers, including re-contracting and upselling opportunities.
• Prepare and deliver daily operational reports and comprehensive shift handovers to supervisors and relevant stakeholders.
• Address internal and external queries and complaints promptly and professionally, ensuring effective problem resolution.
• Track and follow up on returned service requests to guarantee closure and maintain service quality standards.

• Attend to health-related cases for ring-fenced customers, such as issues with faulty stacks, ensuring prompt and effective resolution.
• Communicate updates and relevant information clearly and professionally to Tracker Platinum and VIP customers to maintain high service standards.
• Assist the NECC team in managing stolen and hijacked vehicle cases in strict accordance with Service Level Agreements (SLAs).
• Maintain regular and effective communication with internal stakeholders to ensure alignment and smooth operational processes.

• Investigate faulty units thoroughly and escalate issues to the appropriate teams when necessary to ensure timely resolution.
• Perform post-installation testing and comprehensive health checks to confirm optimal functionality of installed units.
• Update odometer readings and reset units accurately for Tracker customers in accordance with company standards.
• Assist customers with resetting web logins and resolving password-related issues promptly and professionally.
• Provide support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving.
• Respond to and assist with Tracker Care Guard-related queries, delivering accurate information and maintaining high service quality.

• Investigate faulty units thoroughly and elevate unresolved issues to the appropriate teams to ensure timely resolution.
• Perform post-installation testing and conduct comprehensive health checks to confirm optimal functionality of installed units.
• Update odometer readings and reset units accurately for Tracker customers in accordance with company standards.
• Assist customers with resetting web logins and resolving password-related issues promptly and professionally.
• Provide expert support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving.
• Respond to and assist with Tracker Care Guard-related queries, delivering accurate information and maintaining high service quality.
• Identify concerns or trends; investigate and propose solutions proactively.
• Gather root cause analysis of complaints and provide recommendations for management review and further action.
• Compile and distribute daily, weekly, and monthly operational reports to provide visibility on service request volumes, resolution times, and SLA compliance.
• Assist with monitoring and tracking key performance indicators (KPIs) and elevate any deviations from…