Future Opportunities - (Bilingual - French) Customer Technical Support Specialist

How you’ll make an impact:

• Provide technical support to partners, customers, and internal teams through different communication channels (i.e. phone, chat and email).
• Take ownership of customer issues reported and see problems through to resolution while also meeting departmental SLAs.
• Research, diagnose, troubleshoot using internal tools to identify solutions to resolve hardware and/or software related issues.
• 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.
• Track and maintain proper documentation of customer support interactions in our ticketing system.
• Follow standard procedures to escalate unresolved issues to technical internal teams.
• Develop and maintain Knowledge base articles within the Geotab Community.
• Process cancellation/reactivation/suspension/device plan change requests from supported customers.
• Coordinate training either through providing videos, request training through MyGeotab database, or their Life Cycle Specialist.
• Support and troubleshoot MyGeotab Software application and the Geotab GO devices, IOX, OEM integrations and other hardwares from the OrderNow platform.
• Protect company data/security by properly Authenticating users and abiding by their clearance/access, when necessary.
• Supporting clients 24/7, thus hours of work may vary.

What you’ll bring to this role:

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