Product Specialist

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

• Matric

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.