Customer Support Technical Specialist

6 days ago

Oakville, Ontario, Canada Geotab Inc. Full time
About the Role

We are seeking a highly skilled and motivated Technical Support Specialist to join our team at Geotab Inc. As a Technical Support Specialist, you will be responsible for providing exceptional technical assistance to our customers, ensuring their issues are resolved in a timely and efficient manner.

Key Responsibilities
  • Deliver technical support to customers via various communication channels, including phone, chat, and email.
  • Assume ownership of customer-reported issues, ensuring their resolution while adhering to departmental Service Level Agreements (SLAs).
  • Utilize internal tools to conduct research, diagnosis, and troubleshooting, identifying solutions to address both hardware and software-related challenges.
  • Maintain product knowledge encompassing Geotab hardware, configuration and navigation of the MyGeotab portal, Geotab Drive application/navigation, third-party integrations, software applications, and hardware.
  • Thoroughly document customer support interactions in our ticketing system, maintaining accurate and organized records.
  • Follow established protocols for escalating unresolved issues to relevant technical internal teams.
  • Develop and curate Knowledge Base articles within the Geotab Community, ensuring valuable resources for ongoing learning and issue resolution.
  • Handle requests for cancellation, reactivation, suspension, and device plan changes from supported customers.
  • Coordinate training activities, whether by providing instructional videos, initiating training requests within the MyGeotab database, or engaging with the assigned Life Cycle Specialist.
  • Offer technical support and troubleshooting expertise for the MyGeotab Software application, Geotab GO devices, IOX modules, OEM integrations, and other hardware available through the OrderNow platform.
  • Protect company data and security by authenticating users and adhering to necessary clearance and access protocols.
  • Support clients 24/7, thus hours of work may vary.
Requirements
  • Ability to read, write and speak in English and Spanish 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.
  • Ability to work any schedule in a 24/7 environment.

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