Product Support Agent

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 Zendesk, with most tasks being performed within the Guardian Live platform (a Seeing Machines product).
The role is shift based, with shifts typically being eight hours in length. Shifts will include working public holidays and weekends.

**The key responsibilities of the role include**:

- Action requests by phone, chat, or the ticketing system (Zendesk) 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 were 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
- Update and maintain Customer account configuration Documents
- 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

About you
We value the breadth and depth of experience that our people bring to their work. We are seeking people with a good mix of technical competency and personal capability.
- 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 (Zendesk 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
- Excellent customer service skills
- Excellent oral and written communications skills with the ability to convey information to both technical and non-technical users
- Demonstrated ability to work in a fast-paced environment, prioritizing multiple tasks simultaneously
- Demonstrated ability to learn technical processes quickly
- Demonstrated ability to work effectively in a team within a dynamic environment

About Seeing Machines
We are a global company founded in 2000 and headquartered in Australia, and an industry leader in vision-based monitoring technology that enable machines to see, understand and assist people.
Seeing Machines develops Driver and Operator Monitoring System (DMS) technology to enhance safety for Automotive, Commercial Fleet, Off-road and Aviation.
Seeing Machines' technology portfolio of AI algorithms, embedded processing and optics, power products that need to deliver reliable understanding of vehicle operators, in real-time.
The technology spans the critical measurement of where a driver or operator is looking, through to the classification of their cognitive state as it applies to accident risk. Reliable “driver state” measurement is the end-goal of DMS technology.
Seeing Machines has offices in Australia, USA, Europe and Asia, and supplies technology solutions and services to world-leading brands in each market vertical.
Why Seeing Machines
- Work with inspiring people - we are proud to have a team of experts in their field, we invent, innovate, and collaborate
- Work flexibly - we encourage our people to manage their work and personal lives to achieve a balanced outcome
- With offices spanning the world, Seeing Machines serves a growing market in the UK, Europe, Africa, North America, Latin America, and Asia Pacific
- We are social with staff events held throughout the year, from BBQs, morning teas, to special events and other celebrations
- We are focused on employee support
- we understand the importance of our collective wellbeing You will have access to our Employee Assistance Program any time you require it
- Access to global benefits and reward platform - offering discounts across large range of retailers
- We are lucky enough to have fresh fruit supplied daily
- If you work in Canberra, you'll have access to free parking.

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 Islande