Global Technical Support Agent

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—regardless of source—and delivers actionable insights to help companies meet their strategic objectives around Safety, Compliance, Efficiency and Sustainability. Our people-first culture and relentless innovation empower customers to achieve measurable, sustainable business improvements. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations across every major continent.

About the Role

As a Global Technical Support Agent, you will be part of the Global Customer Operations team—a centralized function that delivers world-class operational and technical support to sales offices and customers worldwide. In this role, you will serve as the first line of support, ensuring swift and accurate resolution of customer and internal tickets related to device setup, system maintenance, and organizational settings. You will also support internal teams with operational processes and contribute to continuous improvement of our support knowledge base.

Key Responsibilities

- Respond to, update, and resolve customer and internal support tickets efficiently, escalating only when necessary
- Deliver first-line technical support via ticketing systems, calls, and other communication channels
- Troubleshoot and resolve reported issues, engaging advanced support and development teams as needed
- Provide clear and accurate technical instructions to field technicians and partners
- Conduct live quality control of installations, de-installations, and maintenance activities
- Detect and manage false events and execute database bulk fixes
- Support internal operational teams with issue resolution and process execution
- Maintain accurate records of system configurations, naming conventions, and asset tracking
- Create and manage driver and user accounts, and assign access rights to Powerfleet systems
- Set up alerts, notifications, and transfer vehicles across databases and sites

Work Schedule

This is a global support role requiring participation in a rotating shift schedule, including late shifts (e.g., two weeks late shift followed by one-week regular shift). Occasional weekend and public holiday coverage may be required and will be shared across the team.

Qualifications and Skills

- Matric (Grade 12) or equivalent qualification.
- IT, technical, or engineering studies, training, or related exposure would be advantageous.
- A minimum of two years’ relevant working experience, preferably within an IT help desk, technical support, service desk, or similar environment.
- Experience with Salesforce would be a strong advantage, with Jira exposure considered beneficial.
- Strong technical aptitude with excellent troubleshooting, analytical, and problem-solving skills.
- Proven ability to deliver excellent customer service.
- Strong interpersonal and collaboration skills with a positive, team-oriented approach.
- Highly organized, with the ability to manage multiple priorities effectively.
- Ability to work independently and quickly learn new systems, processes, and technologies.
- Strong written and verbal communication skills in English.

EEO/ BEE Statement

Powerfleet is an equal opportunity employer committed to employment equity, diversity, and inclusion. In alignment with the Employment Equity Act 1998 and our Employment Equity plan, we actively encourage applications from designated groups, including Black people, women, and individuals with disabilities.

As part of our commitment to transformation and in accordance with the Broad-Based Black Economic Empowerment Act , preference may be given to candidates from designated groups where appropriate. All qualified applicants will be considered based on merit, skills, and experience.

We are committed to providing reasonable accommodation throughout the recruitment process. If you require support or adjustments, please let us know.