End User Device Support Analyst providing technical support for end - user devices in Hamilton. Collaborating with IT teams to ensure device security and functionality for City employees.
About the role
- Technical Support Specialist for Geotab, diagnosing technical issues for customers and partners. Supporting 24/7 operations and contributing to customer satisfaction and product implementation.
Responsibilities
- 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
Requirements
- Ability to read, write and speak in English and French fluently
- 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 BigQuery 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 simultaneously
- Must stay current with technology and have the flexibility to adapt to growing market demands
- Experience working within a technical or engineering organization is an asset
- Ability to work any schedule in a 24/7 environment including afternoons, evenings, overnights, weekends, and holidays
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
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