Technical Support Specialist

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 ourblogand follow us @Inside Geotab on Instagram.

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking aTechnical Support Specialist who will provide expert technical assistance to customers and partners, diagnosing and resolving complex hardware and software issues for Geotab products (including GO devices and the MyGeotab platform) as well as integrated partner technologies. If you love technology, and are keen to join an industry leader - we would love to hear from you!

As a Technical Support Specialist, your key area of responsibility will be troubleshooting and resolving technical issues, providing comprehensive support for both Geotab and partner products, and ensuring customer satisfaction through effective problem diagnosis and solution delivery. You will be responsible for handling support cases from initial contact through resolution, maintaining detailed documentation, and contributing to our 24/7 support operations. You will need to work closely with customers, partners, and internal technical teams to escalate complex issues and collaborate on solutions for cameras, keyless systems, and other integrated technologies.

To be successful in this role, you will be a customer-focused professional with excellent communication skills, demonstrating patience, empathy, and the ability to explain technical concepts clearly to users of varying technical backgrounds. In addition, the successful candidate will have strong technical aptitude with experience in programming languages and big data applications, proven problem-solving abilities, and the flexibility to work rotating shifts including days, evenings, nights, weekends, and holidays to support our 24/7 operations.

* Support partners, customers, sales representatives, and internal teams through multiple communication channels including phone, chat, and email

* Provide technical expertise on database setup, user management, rules and reporting, device errors, network communications, portal configuration, and product implementation

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

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

* Deliver successful resolution to all customer complaints and escalate critical concerns to management

* Preserve the confidentiality and security of customer data and information

* Support Geotab global strategic initiatives

* Post-Secondary Diploma or Degree in Engineering, Computer Science, or a related field highly valued

* 1-3 years of experience in a customer service or technical support capacity

* 1-3 years of experience troubleshooting technical hardware and/or software issues

* Expert-level Excel skills including creation of pivot tables and reports

* Working knowledge of programming languages such as SQL, Python, C#, or JavaScript highly valued

* Working knowledge of data warehouses such as Google Big Query highly valued

* Technical competence using Google Suite for business (Sheets, Docs, Slides)

* Comfort speaking with customers by telephone, email, and chat

* Strong analytical and problem-solving skills with excellent verbal and written communication

* Strong interpersonal and relationship-building skills with the ability to engage with all levels of the organization

* Highly organized with the ability to manage multiple tasks and projects…