Helpdesk Support Agent

MiX Telematics is a global provider of fleet management, driver safety and in vehicle monitoring services (IVMS). Selling software as a solution, MiX Telematics partners with clients to provide solutions for the management of mobile assets to improve safety and efficiency.

We currently seek a Helpdesk Support Agent to join our Perth team delivering support on MiX Telematics IVMS solutions to B2B clients and external partners.

The role of the Helpdesk Support Agent:

• Provides Level 2 end user system support, responding promptly to in-bound telephone queries and Zendesk tickets
• Confidently makes out-bound calls to end users, providing feedback and resolving queries, as promptly as possible
• Takes ownership of the service requests assigned to you, in accordance with defined service level time frames
• Conducts investigations in accordance with defined processes and professionally report back to the client
• Identifies and escalates situations to meet contractual obligations, where applicable
• Ensures a current and on-going understanding of products, services, internal system information, changes, and updates
• Seeks continuous improvement in everything you do
• Works to a flexible Monday – Friday roster, with allocated shifts between 6:00am – 6:00pm from our Subiaco office

Please note this is an IT Helpdesk role, specific to MiX Telematics and affiliated partners’ software, focusing on supporting clients proactively use their in-vehicle safety solutions. This is an entry-level position into an organisation that provides a range of rewarding career path options.

We are looking for an individual who displays:

• 3 years + experience in a technology support role with a focus on first contact resolution
• Demonstrated problem solving skills using the appropriate available resources
• A positive customer service attitude and excellent phone and email manner, even when under pressure
• Attention to detail when interpreting data and applying solutions
• Accountability and professionalism in everything you do
• Sound prioritisation skills when working within a fast-paced environment

It would be advantageous if you offer:

• Experience using Zendesk
• Strong diagnostic and investigation skills
• Previous telematics experience
• Have a working understanding of technology, automotives and/ or IVMS units

Please include a copy of your CV with your application.