Who you are:

You are a skilled Technical Support Specialist (Bilingual Spanish) with a strong technical aptitude and a solid understanding of customer service. With expertise in diagnosing and resolving both hardware and software issues, you provide vital support for Geotab products (like GO devices and the MyGeotab platform), as well as partner products such as cameras and keyless systems. You’re experienced in programming languages, big data applications, and have a passion for helping others.

What you'll do:

You will assist customers and partners by troubleshooting and resolving technical issues related to Geotab’s products and services. Your role will require you to diagnose problems, provide solutions, and offer support for both Geotab and partner technologies. As this is a 24/7 operation, you'll be flexible with shifts, working days, evenings, nights, weekends, and holidays to ensure continuous support.

How you'll make an impact

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

  
  


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  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.

  
  


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

  
  


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

  
  


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

  
  


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  Provide successful resolution to all customer complaints.

  
  


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  Report escalating and severe concerns/issues to management.

  
  


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  Preserve the confidentiality and security of customer data and information.

  
  


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  Support Geotab global strategic initiatives.

  
  

What you'll bring to the role

• Ability to read, write and speak in English and Spanish Fluently.


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  1-3  years in customer service/support capacity.

  
  


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  1-3 years with troubleshooting technical issues.

  
  


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

  
  


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

  
  


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

  
  


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  Excellent verbal and written communication skills.

  
  


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  Comfort speaking with customers by telephone, email and chat.

  
  


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

  
  


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

  
  


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

  
  


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  Strong interpersonal relationship building skills.

  
  


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

  
  


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

  
  


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

  
  


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  Ability to work any schedule in a 24/7 environment.