Technical Customer Support Representative
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.
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. Join our talent network to learn more about job opportunities and company news.
Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Technical Support Specialist who will help customers and partners utilize Geotab products by diagnosing and resolving complex hardware and software-related issues. If you love technology, and are keen to join an industry leader — we would love to hear from you!
What you'll do:
As a Technical Support Specialist your key area of responsibility will be providing technical expertise on database setup, device troubleshooting, and portal configuration while delivering product training to resellers. You will be responsible for the implementation of technical solutions via phone, chat, and email, as well as managing the return/exchange process and escalating severe concerns to management. You will also need to provide regular support for global strategic initiatives to ensure the security and confidentiality of customer data. You will need to work closely with Geotab’s internal departments, partners, and sales representatives, as well as communicate with external customers to resolve complaints.
To be successful in this role you will be a strong team player with excellent interpersonal skills and the ability to clearly communicate technical concepts in both Italian and English. The successful candidate will also be able to manage multiple timelines and contrasting priorities to ensure timely results.
How you'll make an impact:
- Support partners, customers, sales representatives and internal teams through various communication mediums (i.e., phone, chat and email).
- Provide technical expertise on database set up, user management, rules and reporting, 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 the role:
- 1-3 years of experience in customer service/support capacity troubleshooting technical issues.
- Excellent verbal and written communication skills in Italian and English.
- 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.
- 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 analytical skills with the ability to problem solve 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).
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.
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 careers@geotab.com. 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 learn more about what happens with your personal data.