About Powerfleet

Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data, irrespective of source, and delivers actionable insights to help companies save lives, time, and money. Powerfleet’s ethos transcends our data ecosystem and commitment to innovation; our people-centric approach empowers our customers to realize impactful and sustained business improvement. We serve over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations in every major continent.

Position Overview

Respond to, update, and resolve tickets submitted by customers and internal operations teams, escalating only those that cannot be resolved at your level.

Key Responsibilities

• Provide First line technical support to customers, Dealers/Partners & Technicians through various channels, ticket system and incoming calls

• Investigate and resolve reported issues, including compiling additional information and engaging with the advanced support and development teams.

• Take appropriate steps to bring any open support cases to resolution in a timely manner.

• Provide Operational Support to internal operations teams

• Provide clear instructions for issue resolution to field-based technicians and any associated equipment required for maintenance.

• Live QC of installs, de-installs and maintenance

• False Event Detection

• Bulk fixes to DBs

• Develop product/system knowledge bases and FAQs for reference purposes.

• Be available for late shifts on a rotating roster

• Secondary Duties and Responsibilities

• Create/administer Drivers

• Decommission Drivers and Vehicles

• Maintain correct naming conventions

• Transfer vehicles across databases and sites

• Create/administer user access to Powerfleet systems

• Setup notifications and alerts

Work Schedule

It is a pre-requisite for the role to work a late shift on a rotating roster – this is due to this being a global team that needs to accommodate all time zones e.g. - two weeks on late shift followed by one week on a normal shift. As well as the occasional Public Holiday and weekend overtime (this load will be shared with other team members).

Qualifications and Skills

• Has a proven track record in providing excellent customer service

• Very good interpersonal skills and team spirit

• Highly analytical, organized, assertive, decisive and patient

• Needs to be able to think out the box

• Must be able to work independently

• Excellent verbal and written communications skills in English (as if it is a 1 st language) with a neutral accent who can be understood by customers who have broad American accents

• Grade 12 or equivalent

Equal Opportunity Employer

Powerfleet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status under applicable law. We believe that diverse perspectives drive innovation and success, and we’re proud to be a workplace that reflects the communities we serve.