Alliance Partner Support Specialist

We are hiring an Alliance Partner - Support Specialist

About Us:

Ctrack is a market leader in vehicle tracking and fleet management solutions helping businesses optimize their fleets enhance security and improve operational efficiency. Our cutting-edge technology and data-driven insights enable smarter business decisions.

Main purpose:

The Alliance Partner Support Specialist will play a critical role in delivering a VIP-level service to Ctracks key Alliance Partners. This position exists to support Alliance Account Managers by providing expert back-office platform and administrative support across complex partner environments ensuring accuracy efficiency and strict adherence to agreed TATs and SLAs.

This role requires a highly detail-oriented client-focused individual with strona g technical understanding of the Ctrack Crystal platform capable of independently resolving queries within multi-tenant complex software environments while maintaining exceptional customer service standards.

Job Functions:

Alliance Partner Support Specialist

• Act as a dedicated support point for key Alliance Partner accounts ensuring a premium professional and responsive service experience.
• Provide direct support to Partners who may contact this role independently for assistance across their fleet environments
• Ensure all partner interactions are handled with urgency accuracy and professionalism aligned to VIP service expectations.

Ctrack Crystal Platform & Technical Administration

• Maintain a deep working knowledge of the Ctrack Crystal platform and related systems.
• Manage and resolve platform-related queries including but not limited to:
• Vehicle allocations and de-allocations.
• Correct vehicle and user grouping.
• New user creation access control and permissions.
• Assist with vehicle/asset position requests.
• Identification and resolution of system anomalies.
• Adhoc report generation requests.
• Navigating and supporting complex multi-tenant environments.
• Basic guidance and explanations to a Partner on the Crystal platform.
• Troubleshooting database anomalies problems inefficiencies and data loss.

SLA & TAT Management

• Take ownership and accountability for meeting defined TATs and SLA requirements across Alliance Partner requests.
• Track manage and follow up on all partner-related support tickets tasks and administrative requests.
• Provide clear feedback and status updates to both Alliance Account Managers and Partners within agreed timelines.

Alliance Account Manager Support

• Act as a trusted operational extension of the Alliance Account Managers enabling them to focus on strategic relationship management and growth.
• Prepare and manage all back-office and administrative requirements related to partner accounts.
• Accompany Alliance Account Managers on partner site visits or meetings when required providing on-the-ground system and operational support.
• Build and maintain strong internal relationships within the Alliance Sales team and cross-functional departments (Support Operations Technical).
• Serve as a reliable knowledgeable liaison between Partners and internal teams when resolving complex issues.
• Uphold a collaborative solutions-driven approach while maintaining accountability and ownership of tasks.

Reporting & Improvement

• Maintain accurate records of partner requests resolutions and recurring issues
• Identify patterns risks or improvement opportunities within partner environments and workflows.
• Contribute to improving Alliance Partner processes service delivery standards and internal efficiencies.

Behavioural Competencies:

• Communication skills
  

  Clear and effective communication both verbal and written.

  Active listening skills to understand client concerns and requirements.

  Effective communication is essential for understanding clients needs conveying information clearly and building strong relationships with both clients and internal stakeholders.

• Strategic Thinking

  Strategic mindset to identify opportunities for business growth and expansion.

  Ability to analyse market trends competitor activities and customer behaviour.

  Developing and implementing strategic account plans to achieve sales objectives

• Problem Solving & Analysis

  Strong analytical skills to identify issues and propose solutions.

  Ability to troubleshoot and resolve customer concerns in a timely manner.

  Adaptability to changing circumstances and the ability to think on their feet.
  

  The ability to analyse complex situations identify potential challenges and develop innovative solutions is important in addressing clients needs and resolving issues efficiently.

• Attention to Detail.

  Accuracy and attention to detail are essential for managing data contracts and other documentation related to fleet accounts. Mistakes in this area could have significant financial or operational implications.

• Team collaboration

  Ability to collaborate effectively with internal teams such as Sales Sales Admin Caal Centre/Support DPS Product development and Service Control.

  Contributing to a positive team environment and sharing best practices.

• Time Management & Adaptability

  Excellent organizational skills to manage multiple accounts and priorities effectively.

  Prioritizing tasks and activities to maximize productivity and achieve goals.
  

  Given the dynamic nature of fleet management and client needs being adaptable and flexible in response to changing priorities new information or unexpected challenges is crucial.

• Resilience and Persistence

  Maintaining motivation and resilience in the face of rejection or setbacks.

  Persistence in resolving queries or complaints from clients on our Crystal platform and the ability to persevere to completion

  Resilience and the ability to maintain professionalism under pressure

• Ethical Conduct.

  Commitment to upholding high ethical standards in all sales activities ensuring compliance with company policies and regulations.

Technical Competencies:

• Fleet Management Software

  Proficiency in using fleet management software is crucial for tracking vehicle inventory maintenance schedules fuel usage and other important metrics.

• Data Analysis Skills.
  

  Ability to analyse fleet data to identify trends patterns and areas for improvement. This may involve generating reports conducting cost-benefit analyses and making recommendations based on data-driven insights.

• Customer Relationship Management (CRM) Software
  

  Proficiency in using CRM software to manage client accounts track interactions and monitor service requests. This can help streamline communication and ensure a high level of customer satisfaction.

• Risk Management.
  

  Knowledge of risk management principles and strategies for mitigating risks associated with fleet operations such as vehicle accidents theft and insurance liabilities.

• Technical Troubleshooting.

  Ability to troubleshoot technical issues related to vehicle systems GPS tracking devices telematics systems and other technology used in fleet management.

• Industry Knowledge

  Keeping up-to-date with industry trends technological advancements and emerging best practices in fleet management through continuous learning and professional development.

• Minimum Matric or equivalent
• Certification in Product Management would be an advantage.
  

Experience & Skills:

• Crystal Data Analysis - Experienced
• Ctrack and Crystal Reporting base knowledge Experienced.
• Crystal multi-tenant knowledge Experienced
• Minimum of 2 years experience in Customer Facing/Interaction and Feedback
• 2 years or more of experience in the tracking environment - Vehicle tracking and Fleet logistics experience
• Microsoft Office application knowledge Intermediate.

• Excellent communication skills both verbal and written with the ability to articulate complex ideas clearly and persuasively.
• Strong interpersonal skills and the ability to build rapport with clients and colleagues at all levels.
• Strong analytical and problem-solving skills
• Focus on Attention to detail
• Strategic mindset with the ability to analyse data identify trends and provide detailed efficient feedback.
• Proficiency in using CRM Crystal Outlook and Microsoft Office to provide efficient and professional feedback & communication to Partners and Alliance Account Managers.
• Technical Aptitude & an understanding of Fleet Management
• Highly motivated and results-driven with a passion for resolving client queries and delivering exceptional customer service.
• Ability to thrive in a fast-paced environment and adapt to changing priorities and deadlines.
• Willingness to travel occasionally for client meetings industry events and conferences.

Closing Date: 19 January 2026 at 16:00