Bilingual Technical Support Specialist English/spanish

1 week ago

Burnaby, Canada Global Fleet Management Full time

As a Positrace** Bilingual Technical Support Specialist English-Spanish,** your primary responsibility is to provide first-level technical support for customers using our GPS products and services.

You will be the initial point of contact for customers seeking assistance with various technical issues, ensuring that their problems are resolved in a timely and efficient manner. This role requires strong project management skills, an understanding of our GPS systems and the ability to communicate technical information in a user-friendly manner.

**This role is critical in ensuring customers have a positive experience with our products and services.**Your technical expertise and **ability to communicate effectively**with customers will be key in resolving their issues and fostering loyalty.

**Responsibilities**
- Provide telephone and on-line technical support to existing customers in Canada, USA and in Mexico, including diagnosing and trouble-shooting GPS Tracking hardware and software issues
- Take ownership of customer issues, showing **urgency to resolve problems** and following up until they are fully resolved.
- Identify, analyze, and resolve customer technical problems efficiently.
- Document all inbound and outbound activities in the support ticketing system.
- Build lasting relationships with customers through **excellent customer service**, patience, empathy, and professionalism.
- Communicate clearly and effectively, adapting to the user’s technical level.
- Demonstrate a **high level of initiative**, suggesting improvements or solutions proactively.

**Skills required**
- **Experience**: 3-5 years in Helpdesk or Technical Support roles providing services to external customers.
- **Technical Knowledge**:

- Linux operating systems.
- Electronics knowledge.
- Ability to diagnose and troubleshoot both software and hardware issues.
- Knowledge of **camera systems, networks, and connectivity (LAN/Wi-Fi/cellular)** is a plus.
- **Soft Skills / Customer Service**:

- Excellent customer service skills, including patience, empathy, and professionalism.
- Strong communication skills (English and Spanish, spoken and written).
- Take ownership of issues and follow through until resolution.
- Urgency to resolve problems and a proactive mindset.
- High level of initiative and ability to work independently.
- **Other Skills**:

- Familiarity with SLAs (Service Level Agreements).
- Strong organizational and time management skills with attention to detail.

**Education**
- Bachelor’s degree in **Information Technology, Electronics, or Engineering**.

**Terms of Employment**
- Full-time role
- Monday to Friday
- On-site

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