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Customer Support Technical Specialist

2 weeks ago

Oakville, Canada Geotab Full time

Basis**: Permanent - Full-time**

Area of Interest**: Support Operations**

Location**: Oakville, Ontario**
**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 - Spanish) 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 the role
- 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.
- Knowledge of various programming languages (i.e., SQL, Python, C# or JavaScript) is an asset.
- Ability to work any schedule in 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