Motshedisi
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Motshedisi M. is an experienced Technical Response Center Agent and IT support professional specializing in technical fleet operations, retail technology, and customer service. At Mixtelematics, she provides first-line technical support for hardware, software, and network issues, working closely with IT and product teams to improve support outcomes and maintain 100% accuracy in service logs. Her role as a Technical Help Desk & IT Consultant for Quantanite and Spencer Tech (supporting Kohl's US Stores) emphasized technical support and troubleshooting, strict SLA adherence, and advanced incident management through detailed reporting and liaison duties. In the retail sector at O’Keeffe and Swartz, she achieved top-tier sales performance and client relationship management. She holds a Bachelor of Arts in Criminology and a Diploma in Journalism, complementing her expertise in customer service across fast-paced environments.
Experience
Technical Response Center Agent
Mixtelematics – Technical Fleet Operations · 2024 — 2025Provided first-line technical support, addressing hardware, software, and network issues. Guided store staff through troubleshooting processes to ensure a high first-contact resolution rate. Managed over 12 daily cases through phone, email, and chat, adhering to all SLA targets. Documented resolutions, updated knowledge bases, and maintained accuracy in service logs. Collaborated with IT and product teams to solve recurring technical problems, thereby reducing repeat incidents.Technical Help Desk & IT Consultant
Quantanite – Spencer Tech (Client: Kohl’s US Stores) · 2023 — 2024Delivered first-line support to Kohl’s retail stores in the US via phone, email, and web-based ticketing systems. Diagnosed and resolved issues related to POS, Zoom, and devices while following a strict 2-hour SLA. Coordinated with Spencer Technicians for installations and advanced troubleshooting. Compiled Incident-Specific and Hourly Reports to identify recurring technical issues. Managed an average of 10+ calls and 6 technical assistance cases daily, serving as the primary liaison for client communications about outages and findings.Customer Service Specialist
CCI South Africa · 2022 — 2024Provided technical and software support through various communication channels, maintaining a high customer satisfaction rate across over 2,100 interactions. Offered ongoing support to fellow agents, ensuring 100% attendance and punctuality while achieving a Customer Satisfaction Rate of over 95%.Sales Consultant
O’Keeffe and Swartz · 2021 — 2022Sold subscription-based services to both new and existing clients, successfully achieving monthly sales targets. Responded to more than 20 client inquiries daily, resolving complaints and maintaining a high satisfaction rating. Expanded the client portfolio through targeted outreach and effective relationship management.
Skills & Expertise
Education
- Bachelor of Arts – CriminologyUniversity of South Africa · — — 2025
- Diploma in JournalismRosebank College · — — 2018
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