Dedicated Technical Support Specialist

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Dedicated Technical Support Specialist who is responsible for diagnosing and resolving hardware and software-related issues within Geotab Products (e.g. GO devices) and the MyGeotab software platform. If you love technology, and are keen to join an industry leader — we would love to hear from you!

The Dedicated Technical Support Specialist role supports resellers and partners directly. You should have a strong understanding of customer service, along with solid knowledge of various programming languages and big data applications.

• Support resellers, partners, customers, and internal teams through various communication mediums (i.e., phone, chat and email).

• Supports Partner Cases for NA/LatAM/EU.

• Assist  Team Leads with escalations.

• Manage Calls from Partners outside of ERP routing.

• Focuses on work specific to Integrations/SDK/Reporting/EI/CR/ETC.

• Supports the majority of Partner Cases for NA/LatAM/EU.

• Act as Product & troubleshooting SMEs & Content SME’s.

• Provide real time coaching and mentorship to L1-L2 teams.

• Technical expert on device errors, network communications, portal configuration and navigation, product implementation and troubleshooting the Geotab hardware and software applications.

• Coordinate with internal departments on the return/exchange process for Geotab devices and accessories.

• Diagnose and resolve technical hardware and software issues involving connectivity, installation and software inquiries.

• Manage, develop and deliver product service training directly to resellers and customers.

• Provide successful resolution to all customer complaints.

• Report escalating and severe concerns/issues to management.

• Preserve the confidentiality and security of customer data and information.

• Support Geotab global strategic initiatives.

• 3–5 years in a customer service/support capacity and experience troubleshooting technical issues.

• Exceptional verbal and written communication skills in English are required.

• Fluency in an additional European language is highly valued.

• Post-secondary diploma/degree in Engineering, Computer Science, or a related field is highly valued, or an equivalent combination of education and/or work experience

• Working knowledge of various programming languages (i.e., SQL, Python, C# or JavaScript).

• Working Knowledge in utilizing data warehouses (i.e., Google Big Query).

• Expert level Excel skills, including creation of pivot tables and reports.

• Experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset.

• Highly organized and able to manage multiple tasks and projects simultaneously.

• Excellent verbal and written communication skills.

• Comfort speaking with customers by telephone, email and chat.

• Must stay relevant to technology and should have the flexibility to adapt to the growing technology and market demands.

• Strong interpersonal relationship building skills.

• Strong analytical skills with the ability to problem solve to well-judged decisions.

• A strong team-player with the ability to engage with all levels of the organization.

• Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).

• Entrepreneurial mindset and comfortable in a flat organization.