Customer Support Technical Specialist

1 week ago

Oakville, Canada Geotab Full time

Who we are:
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.

**Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results Geotab is seeking a Customer Support Technical Specialist (Bilingual - French) who is responsible for one-call resolution with a focus on creating customer loyalty and providing a great customer experience. If you love technology, have a passion for technical and customer support and are keen to join a leading-edge telematics firm, we would love to hear from you

**What you’ll do**:
**How you’ll make an impact**:

- Assumes ownership of customer-reported issues, ensuring their resolution while adhering to departmental Service Level Agreements (SLAs).
- Utilizes internal tools to conduct research, diagnosis, and troubleshooting, identifying solutions to address both hardware and software-related challenges.
- Thoroughly document customer support interactions in our ticketing system, maintaining accurate and organized records.
- Follows established protocols for escalating unresolved issues to relevant technical internal teams.
- Develops and curates Knowledge Base articles within the Geotab Community, ensuring valuable resources for ongoing learning and issue resolution.
- Handles requests for cancellation, reactivation, suspension, and device plan changes from supported customers.
- Coordinates training activities, whether by providing instructional videos, initiating training requests within the MyGeotab database, or engaging with the assigned Life Cycle Specialist.
- Protects company data and security by authenticating users and adhering to necessary clearance and access protocols.
- Supporting clients 24/7, thus hours of work may vary.

**What you’ll bring to this role**:

- Ability to read, write and speak in English and French fluently.
- 1-3 years working experience in customer service/support capacity.
- 1-3 years working experience in troubleshooting technical issues is an asset.
- Excellent verbal and written communication skills.
- Strong analytical & critical thinking skills and a natural problem solver.
- Ability to work independently and use independent resources such as knowledge center documentation as guidance to properly diagnose and troubleshoot customer issues.
- Ability to embrace and implement process changes.
- Highly organized and able to manage multiple tasks and projects simultaneously in a fast-paced working environment.
- Technical competence using software programs such as Google Suite for business (Sheets, Docs, Slides) and MS Excel.
- Knowledge of various programming languages (i.e., SQL, Python, C# or JavaScript) is an asset.
- Ability to work any schedule on a 24/7 environment.

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.

Why job seekers choose Geotab:
Flex working arrangements
- Home office reimbursement program
- Baby bonus & parental leave top up program
- Online learning and networking opportunities
- Electric vehicle purchase incentive program
- Competitive medical and dental benefits

Retirement savings program
- **The above are offered to full-time permanent employees only**

How we work:

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