Product Support Agent

2 weeks ago

Melbourne, Victoria, Australia Seeing Machines Full time

Seeing Machines has developed leading-edge human data-driven technology to improve transport safety significantly and reduce fatal accidents daily. The goal is to achieve zero transport fatalities.

With over a million cars on the road using our cutting-edge operator monitoring technology, the dedicated team at Seeing Machines provides real-time protection against distractions and drowsiness while driving.

Seeing Machines collaborates with top global brands such as General Motors, Mercedes Benz, Qantas, Caterpillar, and Toll across automotive, commercial road transport (Fleet), and aviation sectors.


Location:
Melbourne, VIC

Employment Term:
Full Time, Permanent

Reporting To:
Support Centre Supervisor

The Guardian Support Centre offers round-the-clock technical services to support the Guardian product, providing crucial aid to field technicians, customers, and authorized distributors.

The team serves as the primary point of contact for all Guardian service needs. Support processes are initiated through Servicely, with most tasks performed within the Guardian Live platform.


Are you eligible to work in Australia?
If this sounds like you, continue reading for more details below and apply.

Key Responsibilities:
  • Addressing requests via phone and the ticketing system (Servicely) and ensuring timely task completion as per Service Standards
  • Assisting Distributors and customers with Tier 1 tasks
  • Supporting system installations in vehicles, ensuring adherence to quality processes
  • Creating and managing customer data in Guardian Live
  • Generating and troubleshooting customer reports
  • Analyzing fault trends using Guardian Live data and escalating to Tier 2 support when necessary
  • Creating adhoc reports and handling decryption requests
  • Distributing configuration files for customers, vehicles, and technicians
  • Maintaining expertise in all Guardian products, especially Guardian Live
  • Coordinating escalations with Tier 2 support

Knowledge, Skills and Experience:
  • High School diploma
  • Background in call centers, technical customer service, or similar technical environments
  • Familiarity with support ticketing systems (like Servicely) and issue tracking tools (such as Jira)
  • Proficiency in MS Office and Windows Operating Systems

Why Choose Seeing Machines
  • Contribute to meaningful work
  • Join an inventive, innovative, and collaborative team making a real impact on global road safety
  • Enjoy flexible work arrangements to maintain a work-life balance

Diversely Strong
  • Be part of a global company with a presence in the UK, Europe, Africa, North America, Latin America, and Asia Pacific
  • Access employee support and our Employee Assistance Program
  • Benefit from global rewards and recognition programs

Seeing Machines acknowledges and respects the Traditional Owners of Country across Australia, honoring their connection to the lands and communities. Respect is paid to Aboriginal and Torres Strait Islander cultures and their leaders, past, present, and future.

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