Bilingual Technical Support Analyst

5 months ago

Quebec City, Canada Fleet Complete Full time

We are a leading global provider of IoT solutions in the connected commercial vehicle space and mobile workforce management.

Our company has been on an exciting journey, starting back in 2000 when our CEO, Tony Lourakis, founded Complete Innovations. Today, we are a global organization with 600 staff and growing Our journey continues as we evolve and transform to support the challenges and needs of our customers.

This is a great time to be in an IOT organization and help define the future in this space. The McKinsey Center for Future Mobility predicts that by 2030, telematics will be a $750 billion industry worldwide. “After decades as a niche feature, telematics is merging into the automotive mainstream,” McKinsey reports. We have a big appetite for growth and a passion for innovation. Our products help improve safety standards, dispatching, fleet tracking, regulatory compliance and mobile staff management. Learn more about us.

Overall Mandate:
As a Technical Support Analyst, you are expected to deliver service and support to customers in Canada and the United States, operating fleet, asset, and mobile workforce management solutions, via remote connection or over the Internet. The Technical Support Analyst will analyze the customers’ problems or issues, refer to the appropriate resource material or consult other experts and provide the appropriate solutions.

**What we are looking for**:

- Fluency in French and English is required.
- Minimum of 1 year in customer support and administration in tech/software support role.
- Ability to identify problems/challenges through conversation and create resolutions for customers quickly and efficiently.
- Excellent communication skills with the ability to articulate technical issues.
- Experience creating and maintaining customer relationships.
- Team player with a positive attitude and the drive to go above and beyond to achieve success.
- Manage multiple projects simultaneously and prioritize accordingly.
- Self-motivated with the ability to work independently.

**Your role will encompass the following**:

- Effectively troubleshoot issues with urgency, working hard to solve every customer issue on their first contact.
- Become a Fleet Complete knowledge base i.e. you will know the products inside out.
- Represent Fleet Complete in a positive and professional manner.
- Update internal database regarding cases with all appropriate information pertaining to your customer interactions.
- Customer retention through relationship building.

**We would love for you to the have the following**:

- Positive attitude
- Ability to set and achieve goals
- Hard-working
- Self-starter
- Dependable, responsible, respectful

**Fleet Complete is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity, inclusion, and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the bona-fide requirements for the open position. Applicants to make their requirements known when contacted.**

**Analyste de soutien technique bilingue - Québec**

Nous sommes l’un des principaux fournisseurs mondiaux de solutions IdO dans le domaine des véhicules commerciaux connectés et de la gestion du personnel mobile.

Notre entreprise a vécu un parcours passionnant, qui a débuté en l’an 2000 lorsque notre PDG, Tony Lourakis, a fondé Complete Innovations. Aujourd’hui, nous sommes une organisation mondiale comptant 600 employés et nous sommes en pleine croissance Notre parcours se poursuit au fil de notre évolution et de notre transformation afin de relever les défis et de répondre aux besoins de nos clients.

C’est le moment idéal pour faire partie d’une organisation œuvrant dans le domaine de l’IdO et contribuer à définir l’avenir de l’espace. Le McKinsey Center for Future Mobility prévoit que d’ici 2030, la télématique représentera une industrie de 750 milliards de dollars dans le monde. « Après avoir été une fonctionnalité de niche pendant des décennies, la télématique est en train de se fondre dans le courant dominant de l’automobile », selon McKinsey. Nous avons un grand désir de croissance et une passion pour l’innovation. Nos produits contribuent à améliorer les normes de sécurité, la répartition, le repérage des flottes, la conformité réglementaire et la gestion du personnel mobile. Apprenez-en davantage sur nous.

Mandat général:
En tant qu'analyste de soutien technique, vous devrez fournir des services et un soutien à des clients au Canada et aux États-Unis, qui utilisent des solutions de gestion des flottes, de biens et de personnel mobile, à travers une connexion à distance ou sur internet. L'analyste de soutien technique analyse les problèmes ou les questions des clients, se réfère aux ressources documentaires appropriées ou consulte d'autres experts et fournit les solutions adéquates.

**Ce qu

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