Technical Support Specialist

• Provide expert technical assistance to customers and partners for Geotab products, including GO devices and the MyGeotab platform, and integrated partner technologies
• Troubleshoot and resolve complex hardware and software issues
• Handle support cases from initial contact through resolution
• Maintain detailed support documentation
• Contribute to 24/7 support operations through rotating shifts
• Support partners, customers, sales representatives, and internal teams via 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 connectivity, installation, platform, hardware, and software issues
• Collaborate with customers, partners, and internal technical teams to troubleshoot complex issues and develop solutions for cameras, keyless systems, and other integrated technologies
• Coordinate device and accessory returns and exchanges with internal departments
• Resolve customer complaints and escalated critical concerns to management
• Preserve customer data confidentiality and security
• Support Geotab global strategic initiatives

• 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
• 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
• Excellent verbal and written communication
• Strong interpersonal and relationship-building skills
• Ability to engage with all levels of the organization
• Highly organized with the ability to manage multiple tasks and projects simultaneously
• Must stay current with technology and adapt to growing market demands
• Ability to work any schedule in a 24/7 environment, including afternoons, evenings, overnights, weekends, and holidays
• Post-Secondary Diploma or Degree in Engineering, Computer Science, or a related field highly valued
• Working knowledge of SQL, Python, C#, or JavaScript highly valued
• Working knowledge of data warehouses such as Google Big Query highly valued
• Experience working within a technical or engineering organization is an asset

Demonstrates expertise in providing technical assistance for Geotab products, including troubleshooting hardware and software issues, and maintaining support documentation. Proficient in customer communication and relationship management while supporting 24/7 operations.

• Technical Support Experience
• Expert-Level Excel Skills
• Working Knowledge of SQL
• Strong Analytical Skills
• Excellent Verbal and Written Communication

• Troubleshooting Hardware Issues
• Troubleshooting Software Issues
• Database Setup
• User Management
• Device Error Diagnosis
• Network Communication
• Portal Configuration
• Product Implementation
• Creating Pivot Tables
• Report Generation

• Strong Interpersonal Skills
• Relationship-Building Skills
• Analytical Problem-Solving
• Highly Organized
• Customer Engagement

• Customer Service
• Technical Support
• Engineering
• Computer Science
• 24/7 Support Operations

• Google Suite
• Google Big Query
• MyGeotab Platform
• Geotab GO Devices
• Integrated Partner Technologies