Enterprise Architect leading Dynamics 365 Finance & Operations implementations for Long View, a North American IT provider. Defining solution architecture and supporting strategic client engagements.
About the role
- Bilingual Portuguese Technical Support Specialist resolving Geotab fleet-management hardware and software issues. Supporting customers and partners across 24/7 operations.
Responsibilities
- 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, and platform issues
- Coordinate device and accessory returns and exchanges with internal departments
- Resolve customer complaints and escalate critical concerns to management
- Protect the confidentiality and security of customer data
- Support Geotab global strategic initiatives
- Collaborate with customers, partners, and internal technical teams on cameras, keyless systems, and other integrated technologies
Requirements
- Fluency in English and Portuguese, including reading, writing, and speaking
- 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
- Ability to 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 programming languages such as SQL, Python, C#, or JavaScript highly valued
- Working knowledge of data warehouses such as Google BigQuery highly valued
- Experience working within a technical or engineering organization is an asset
Benefits
- Flex working arrangements
- Home office reimbursement program
- Baby bonus & parental leave top up program
- Online learning and networking opportunities
- Electric vehicle purchase incentive program
- Competitive medical and dental benefits
- Retirement savings program
- Online social events, chat rooms and gatherings
- Work-life balance support
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