Customer Support Specialist (Remote)

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 our blog and follow us @InsideGeotab on Instagram . Join our talent network to learn more about job opportunities and company news.

Who You Are

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Support Specialist who is responsible for one-call resolution with a focus on creating customer loyalty and providing a great customer experience. If you love technology, have a passion for technical and customer support and are keen to join a leading-edge telematics firm, we would love to hear from you!

What You’ll Do

The Customer Support Specialist offers assistance for any product inquiries via phone, email and live chat. The agent will be responsible for providing timely and accurate informational support to customers, contributing a prime customer-obsessed interaction. The Customer Support Specialist will also collaborate with internal teams, perform advanced troubleshooting on GO devices and develop internal documentation.

The ideal candidate will be enthusiastic, curious with a passion for customer service and technology / Big Data. We are seeking demonstrable problem solving skills, logical reasoning and willingness to assist our customers. The Customer Support Specialist ensures ownership and does the right thing to offer solutions from beginning to end of our customer's issue. By showing proactiveness to provide remarkable support to resolve distinctive and sensitive issues, our agents maintain high customer satisfaction. Support Specialists are responsible to keep things simple, collaborate with other team members and strive for transparency.

How You’ll Make An Impact

• Follow standard procedures to escalate unresolved issues to technical internal teams.
• Research, diagnose, troubleshoot using internal tools to identify solutions to resolve hardware and/or software related issues.
• Take ownership of customer issues reported and see problems through to resolution while also meeting departmental SLAs.
• Coordinate training either through providing videos, request training through MyGeotab database, or their Life Cycle Specialist.
• Provide technical support to partners, customers, and internal teams through different communication channels (i.e. phone, chat and email).
• Protect company data/security by properly Authenticating users and abiding by their clearance/access, when necessary.
• Develop and maintain Knowledge base articles within the Geotab Community.
• Track and maintain proper documentation of customer support interactions in our ticketing system.
• Process cancellation/reactivation/suspension/device plan change requests from supported customers.
• Maintain product knowledge regarding but not limited to: Geotab hardware, MyGeotab portal configuration and navigation, Geotab Drive application/navigation, product implementation and other third party integrations, software applications & hardware.
• Supporting clients 24/7, thus hours of work may vary.
• Support and troubleshoot MyGeotab Software application and the Geotab GO devices, IOX, OEM integrations and other hardwares from the OrderNow platform.

What You’ll Bring To This Role

• Knowledge of various programming languages (i.e., SQL, Python, C# or JavaScript) is an asset.
• 1-3 years working experience in customer service/support capacity.
• Strong analytical & critical thinking skills and a natural problem solver.
• Post-Secondary Diploma/Degree specialization in technology or a related field highly valued or equivalent work experience.
• Excellent verbal and written communication skills.
• Highly organized and able to manage multiple tasks and projects simultaneously in a fast-paced working environment.
• Ability to work any schedule on a 24/7 environment.
• 1-3 years working experience in troubleshooting technical issues.
• Technical competence using software programs such as Google Suite for business (Sheets, Docs, Slides) and MS Excel.
• Ability to work independently and use independent resources such as knowledge center documentation as guidance to properly diagnose and troubleshoot customer issues.
• Ability to embrace and implement process changes.

If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply.

Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.

Why Job Seekers Choose Geotab

Work from home and flex work 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

• The above are offered to full-time permanent employees only

How We Work

At Geotab, we have adopted a flexible first working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!

We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at [email protected]. Click here to learn more about what happens with your personal data.