Tier 1 Support Lead

3 weeks ago

Mississauga, Canada GoFleet Full time

About the Company
We provide fleet management software and consulting, offering advanced solutions that drive efficiency and profitability for fleet and field service companies. We help companies track their vehicles through GPS tracking, sensors and cameras through scalable software that integrates across various platforms. Our mission: to provide companies with software and products to help them run their business.

Our services include:
Custom Software Development: custom fleet management software that works across devices, at scale
Marketplace Integration: an app store of tools that integrate with current fleet management software.
Specialized Consultation: certified consultants that guide businesses from ideation to software deployment.

Beyond improving productivity, our software also ensures our customers meet road regulations, and can make data-driven management and hiring decisions. We work with fleet operations organizations across many industries, including government, education and aviation. We've streamlined snow plowing for governments, given parents a way to track school buses, and collaborated with airlines to improve ground logistics.

York Region (Ontario): Ensuring optimal performance and safety of fleet through comprehensive telematics and winter maintenance solutions.
Emirates Airline: tracking vehicles and optimizing ground handling at the airport (supported by our Dubai office)
City of San Antonio (Texas), State of Nevada, State of Oregon: overseeing and optimizing municipal vehicle operations and large-scale regional vehicle fleets

Each industry we serve has unique goals; we continuously adapt and refine our solutions, ensuring they meet the unique challenges of each.

OUR COMPANY VALUES guide our team and shape our culture:

‌ UNIMPEACHABLE CHARACTER: ‌Embrace absolute integrity, trustworthiness, and humility, fostering a workplace where egos take a backseat to unwavering honesty.
⚡ SPEED IS KING: ‌We prioritize efficiency, embracing agility and swift decision-making to outpace competition and drive continuous innovation.
OWN THE OUTCOME: ‌Embrace accountability by tackling even the mundane tasks, taking holistic ownership, act for the greater good of the company beyond team boundaries, and eliminate the phrase "that's not my job" from our vocabulary.
‌ HAVE BACKBONE; DISAGREE AND COMMIT: ‌We encourage expressing differing opinions, but once a decision is made, commit wholeheartedly to ensure unified action and success.

We’re headquartered in Mississauga (Toronto -GTA), and branches in USA, Dubai and Mexico. With a tight-knit team of 80-100, we champion both individual autonomy and group collaboration.
Our culture thrives on transparency, and we urge everyone to voice their thoughts, feelings and feedback. Our leadership remains accessible through an open-door policy. We’re committed to challenging complacency, we emphasize resilience and personal growth, and are intentional about ensuring the little actions map back to our overarching mission. Culture is important to us, and we try hard to ensure our team feels close.

About the Role:
Embark on a thrilling journey as a Tier 1 Support Lead at GoFleet Corporation, where you'll play a pivotal role in providing technical support and ensuring the seamless operation of our cutting-edge telematics solutions. In the dynamic realm of fleet optimization, you'll be at the forefront of innovation, surrounded by a team of talented professionals. Competitive compensation and a wealth of career growth opportunities await you in this forward-thinking environment. This role also entails working directly with the C-suite of the company, providing you with a unique opportunity to contribute to high-level strategic decisions.

What We're Looking For in an Ideal Candidate:
We seek a candidate with a proven track record in technical support, adept at managing teams and solving complex technical issues. Your strategic acumen, coupled with the ability to understand software integrations, fleet telematics, and the SaaS business model, will be the catalyst for success. Exceptional communication skills and a knack for managing teams globally are a must, especially for candidates with prior experience in technical support roles, ideally in software, SaaS, or the B2B sectors.

What You'll Get:
Joining GoFleet means not just a job but an adventure in a dynamic and forward-thinking company. Collaborate with a team of the best and brightest minds, enjoy a competitive compensation package, and chart your career trajectory in a company that holds innovation and excellence in high regard. This position reports directly to the Head of Support.

Responsibilities:
Team Management : Lead and manage a team of Tier 1 Support Specialists to ensure timely and effective resolution of customer issues.
Technical Expertise : Provide technical guidance and support to team members, including troubleshooting complex technical problems related to hardware and software solutions, integrations, fleet telematics, monitoring cloud services(GCP), and SaaS business model.
Collaboration: Collaborate with cross-functional teams to escalate and resolve customer issues in a timely manner.
Knowledge Management: Develop and maintain knowledge base articles and documentation to assist team members and customers.
Global Support: Manage and coordinate support activities for global teams, ensuring consistent service delivery and adherence to company standards.

Skills & Qualifications:
Experience: 3-5 years in a technical support role, with a strong focus on software integrations, fleet telematics, and the SaaS business model.
Proven experience in leading a support team.
Knowledge of ticketing systems (e.g., Zoho Desk, Zendesk, ServiceNow), and remote support tools.
Excellent communication and interpersonal skills.
Ability to work effectively in a fast-paced, 24/7 rotational shifts, and team-oriented environment.
Experience managing teams globally is highly desirable.
IT certifications (e.g., CompTIA A+, Network+, Security+) are a plus.

Benefits of working with us:
Work directly with a forward-thinking international company
Incredibly talented teammates
Above-market compensation
Lots of learning & growth opportunities
Paid vacations and public holidays
Medical benefits reimbursement
Hardware credit allowance

If you’re not sure about applying and think you might be close to meeting the requirements, apply anyways We value diverse life experiences and look at potential over qualifications.

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