Product Support Agent

6 months ago

Melbourne, Australia Seeing Machines Full time

Seeing Machines has developed the world’s most advanced human data-driven technology which enhances transport safety by dramatically reducing fatal accidents every day. We’re on a mission to achieve zero transport fatalities.

With at least 1 million cars on the road using our state-of-the-art operator monitoring technology developed by the passionate team at Seeing Machines, we provide real-time protection from distraction and drowsiness-related driving events. Seeing Machines works with many of the world’s leading brands (including General Motors, Mercedes Benz, Qantas, Caterpillar, Toll) across the transport sectors automotive, commercial road transport (Fleet), and aviation.

**Location**: Melbourne, VIC

**Employment Term**: Full Time, Permanent

**Reporting To**: Support Centre Supervisor

The Guardian Support Centre provides a 24/7 technical service to support the Guardian product in the field, delivering critical support to field technicians, customers, and authorized distributors.

The team is the first port of call for assistance with any part of the Guardian service. Support is initiated within Servicely, with most tasks being performed within the Guardian Live platform (a Seeing Machines product).

**Do you have full work rights to work in Australia?**

**If it sounds a bit like you - read on for more information below and Apply**

**Key Responsibilities**:

- Action requests by phone and the ticketing system (Servicely) and ensure tasks are completed in accordance with agreed Service Standards and processes
- Assist Distributors and direct customers with Tier 1 tasks
- Assist in the completion of system installation in-vehicle, ensuring that quality processes are followed, and the Installer was appropriately certified to complete the task
- Create and maintain customer information within Guardian Live
- Create, maintain, and troubleshoot customer reports
- Create End of Assessment Reports
- Assess fault trends using Guardian Live diagnostic data, determine when troubleshooting may be required, and escalate to Tier 2 technicians as needed
- Create adhoc reports (non-standard data manipulation) as requested
- Perform Guardian Extended Data Recording decryption and report preparation requests
- Create and distribute xml-based configuration files for customers, vehicles, and technicians
- Maintain a sound working knowledge of all Guardian products and services, with a strong emphasis on Guardian Live
- Coordinate escalations with Tier 2 support as needed

**Knowledge, Skills and Experience**:

- High School certificate
- Experience in a call centre, technical customer service, or similar technical environment providing network, hardware, and/or software support
- Experience with a support ticketing system (Servicely is used by Seeing Machines)
- Experience with issue tracking ticketing systems (Jira is used by Seeing Machines)
- Experience with data entry, with an emphasis in protecting sensitive and private data
- Proficient in MS Office (Word, Excel, PowerPoint, etc.) and Windows Operating Systems

**Why Seeing Machines**
- Being part of something meaningful - We are inventive, innovative and collaborative and are making a real difference to safety on roads, all around the world
- Work flexibly - we encourage our people to manage their work and personal lives to achieve a balanced outcome
- Diversely Strong - We are global, Seeing Machines serves a growing market in the UK, Europe, Africa, North America, Latin America, and Asia Pacific
- We are focused on employee support and understand the importance of our collective wellbeing. You will have access to our Employee Assistance Program any time you require it
- We reward and recognise achievement. You will have access to our global benefits and reward platform.

Seeing Machines acknowledges Traditional Owners of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past, present and emerging.

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