Dedicated Technical Support Specialist

Who you are:

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!

What you'll do:

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.

How you'll make an impact:

• 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.

What you'll bring to this role:

• 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.

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. This posting is for an existing vacancy.
Why job seekers choose Geotab:

Flex working arrangements
Home office reimbursement program
Fantastic state of the art office
Public transportation reimbursement
Employer pension contributions
Generous medical & dental benefits offered to you and family members
Electric vehicle purchase incentive program
Subsidized fitness membership
Co-pay tuition reimbursement

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

How we work:
At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology! We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at [email protected]. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, "Geotab"), you acknowledge Geotab's collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to read our Privacy Notice.