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 Spanish technical support specialist troubleshooting Geotab’s connected vehicle devices and fleet-management platform. Resolving customer issues across 24/7 phone, chat, and email operations.
Responsibilities
- Provide expert technical assistance to customers and partners for Geotab products, including GO devices and the MyGeotab platform, and integrated partner technologies
- Handle support cases from initial contact through resolution
- Troubleshoot and resolve complex hardware and software issues involving connectivity, installation, and platform inquiries
- Support partners, customers, sales representatives, and internal teams through phone, chat, and email
- Provide technical expertise on database setup, user management, rules and reporting, device errors, network communications, portal configuration, and product implementation
- Maintain detailed documentation
- Contribute to 24/7 support operations
- Collaborate with customers, partners, and internal technical teams to escalate 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 escalate critical concerns to management
- Preserve customer data confidentiality and security
- Support Geotab global strategic initiatives
Requirements
- Ability to read, write and speak in English and Spanish 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
- Reliable home internet connection with at least 50mb DL/10mb UL
- Proof of eligibility to work and ability to pass a background check
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
- Work-life balance
- Online social events, chat rooms and gatherings
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