Technical Support Specialist

Technical Support Specialist

Geotab® is a global leader in IoT and connected transportation and certified "Great Place to Work™." We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities. Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab's open platform and Geotab Marketplace®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

Our team is growing and we're looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab.

What You'll Do

As a Technical Support Specialist, your key area of responsibility will be diagnosing technical issues and providing the necessary support to resolve problems for both hardware and software-related issues within Geotab products (e.g. GO devices), the MyGeotab software platform, and outside partner products. You will need to work closely with partners, customers, sales representatives, and internal teams through various communication mediums including phone, chat, and email. To be successful in this role you will be a team-player with a very strong technical aptitude and a solid knowledge of various programming languages and big data applications. In addition, the successful candidate will have strong analytical and interpersonal relationship building skills, with the ability to manage multiple tasks and projects simultaneously while adapting to growing technology and market demands.

How You'll Make an Impact

• Support partners, customers, sales representatives and internal teams through various communication mediums (i.e., phone, chat and email).
• Provide technical expertise on database set up, user management, rules and reporting, device errors, network communications, portal configuration and navigation, product implementation and troubleshooting the Geotab hardware and software applications.
• Coordinate with internal departments on the return/exchange process for Geotab devices and accessories.
• Diagnose and resolve technical hardware and software issues involving connectivity, installation and software inquiries.
• Manage, develop and deliver product service training directly to resellers and customers.
• Provide successful resolution to all customer complaints.
• Report escalating and severe concerns/issues to management.
• Preserve the confidentiality and security of customer data and information.
• Support Geotab global strategic initiatives.

What You'll Bring to This Role

• 1 - 3 years of experience in a customer service/support capacity and troubleshooting technical issues.
• Delivering high-level technical support in both English and Portuguese to our regional partners and customers.
• Post-Secondary Diploma/Degree in Engineering, Computer Science, or a related field.
• Working knowledge of various programming languages such as SQL, Python, C#, or JavaScript, and data warehouses like Google Big Query.
• Expert level Excel skills (pivot tables and reports) and technical competence in Google Suite for business.
• Excellent verbal and written communication skills with comfort speaking with customers via telephone, email, and chat.
• Ability to work a flexible schedule in a 24/7/365 operation, including days, evenings, nights, weekends, and holidays.

If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply. Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.