Job Summary:

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The IT Customer Care Representative will serve as a crucial first point of contact for users in the telecom and fleet management sectors. The role involves diagnosing and resolving technical issues related to telecom systems (voice, data, network services) and fleet management applications (telematics, asset tracking, vehicle diagnostics). The ideal candidate possesses strong technical capabilities, effective communication skills, and an aptitude for understanding industry-specific systems and processes. The position demands flexibility in managing diverse user challenges while upholding exceptional service standards.

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Key Responsibilities:

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• User Support and Troubleshooting:

  • Act as the initial point of contact for IT-related inquiries from telecom and fleet management clients via phone, email, chat, or ticketing systems.

  • Troubleshoot and resolve issues related to telecom systems, such as VoIP, broadband connectivity, network outages, and remote communication tools.

  • Support fleet management systems by resolving issues related to telematics devices, GPS tracking, vehicle diagnostics software, and related hardware components.

• Incident Management and Escalation:

  • Log, prioritize, and manage support requests using IT Service Management (ITSM) tools.

  • Escalate complex or unresolved technical issues to specialized IT teams and ensure timely follow-up to achieve resolution.

  • Monitor system alerts in telecom networks and fleet management software to identify emerging issues before they impact services.

• Documentation and Training:

  • Develop, update, and maintain technical documentation, FAQs, and step-by-step guides covering common problems and their solutions for both telecom and fleet management systems.

  • Assist with onboarding new users by providing training on proper usage, system navigation, and troubleshooting procedures.

• Collaboration and Continuous Improvement:

  • Work closely with IT engineers and product managers to recommend process improvements and system enhancements based on recurring user feedback.

  • Support initiatives aimed at increasing system reliability and reducing downtime in both telecom networks and fleet management operations.

• Customer Service and Best Practices:

  • Provide clear, detailed, and courteous support to ensure high customer satisfaction.

  • Educate users on best practices concerning data security, remote access, and optimal system performance.

  • Adapt communications and technical support approaches to meet the distinct needs of telecom and fleet management users.

• Requirements:

  • Education and Experience:

  • Diploma or degree in Information Technology, Computer Science, Telecommunications, or a related field.

  • Prior experience in IT support or customer service, ideally with exposure to telecom environments and/or fleet management systems (1–2 years preferred).

• Technical Skills:

  • Proficiency with Windows/Mac OS environments, Microsoft Office Suite, and familiarity with telecom-specific applications (such as VoIP, unified communications platforms).

  • Basic networking knowledge, including TCP/IP and VPN, with an ability to troubleshoot connectivity issues.

  • Understanding of fleet management software platforms, GPS tracking systems, and telematics hardware is highly desirable.

  • Experience with remote desktop tools and ITSM/ticketing systems.

• Interpersonal Skills:

  • Excellent problem-solving and communication abilities, with a strong customer service orientation.

  • Capability to manage multiple issues simultaneously and prioritize tasks effectively.

• Certifications (Preferred):

  • CompTIA A+, Microsoft Certified Professional (MCP) or equivalent certifications.

  • Telecommunications certifications or experience (e.g., Cisco Certified Network Associate - CCNA) can be an advantage.

  • Specialized training in fleet management systems or telematics is a plus.

• Working Conditions:

  • The role may require flexible working hours including evenings or weekends, especially to respond to urgent telecom or fleet management incidents.

  • This position may be office-based, hybrid, or on-site at client locations depending on the company's business model and client requirements.