Dedicated Technical Support Specialist

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Dedicated Technical Support Specialist who is responsible for diagnosing and resolving hardware and software-related issues within Geotab Products (e.g. GO devices) and the MyGeotab software platform. If you love technology and are keen to join an industry leader we would love to hear from you!

The Dedicated Technical Support Specialist role supports resellers and partners directly. You should have a strong understanding of customer service along with solid knowledge of various programming languages and big data applications.

• Support resellers partners customers and internal teams through various communication mediums (i.e. phone chat and email).

• Supports Partner Cases for NA/LatAM/EU.

• Assist Team Leads with escalations.

• Manage Calls from Partners outside of ERP routing.

• Focuses on work specific to Integrations/SDK/Reporting/EI/CR/ETC.

• Supports the majority of Partner Cases for NA/LatAM/EU.

• Act as Product & troubleshooting SMEs & Content SMEs.

• Provide real time coaching and mentorship to L1-L2 teams.

• Technical expert on 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.

• 35 years in a customer service/support capacity and experience troubleshooting technical issues.

• Exceptional verbal and written communication skills in English are required.

• Fluency in an additional European language is highly valued.

• Post-secondary diploma/degree in Engineering Computer Science or a related field is highly valued or an equivalent combination of education and/or work experience

• Working knowledge of various programming languages (i.e. SQL Python C# or JavaScript).

• Working Knowledge in utilizing data warehouses (i.e. Google Big Query).

• Expert level Excel skills including creation of pivot tables and reports.

• Experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset.

• Highly organized and able to manage multiple tasks and projects simultaneously.

• Excellent verbal and written communication skills.

• Comfort speaking with customers by telephone email and chat.

• Must stay relevant to technology and should have the flexibility to adapt to the growing technology and market demands.

• Strong interpersonal relationship building skills.

• Strong analytical skills with the ability to problem solve to well-judged decisions.

• A strong team-player with the ability to engage with all levels of the organization.

• Technical competence using software programs including but not limited to Google Suite for business (Sheets Docs Slides).

• Entrepreneurial mindset and comfortable in a flat organization.