Dedicated Technical Support Specialist

About the role

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. Our team is growing and we're looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it's like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram .

Responsibilities

• 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

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