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 Technical Specialist (Bilingual - French)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:
How you'll make an impact
- Delivers technical assistance to partners, customers, and internal teams across various communication channels, including phone, chat, and email.
- Assumes ownership of customer-reported issues, ensuring their resolution while adhering to departmental Service Level Agreements (SLAs).
- Utilizes internal tools to conduct research, diagnosis, and troubleshooting, identifying solutions to address both hardware and software-related challenges.
- Maintains product knowledge encompassing Geotab hardware, configuration and navigation of the MyGeotab portal, Geotab Drive application/navigation, third-party integrations, software applications, and hardware.
- Thoroughly document customer support interactions in our ticketing system, maintaining accurate and organized records.
- Follows established protocols for escalating unresolved issues to relevant technical internal teams.
- Develops and curates Knowledge Base articles within the Geotab Community, ensuring valuable resources for ongoing learning and issue resolution.
- Handles requests for cancellation, reactivation, suspension, and device plan changes from supported customers.
- Coordinates training activities, whether by providing instructional videos, initiating training requests within the MyGeotab database, or engaging with the assigned Life Cycle Specialist.
- Offers technical support and troubleshooting expertise for the MyGeotab Software application, Geotab GO devices, IOX modules, OEM integrations, and other hardware available through the OrderNow platform.
- Protects company data and security by authenticating users and adhering to necessary clearance and access protocols.
- Supporting clients 24/7, thus hours of work may vary.
What you'll bring to the role
- Ability to read, write and speak in English and French fluently.
- 1-3years working experience in customer service/support capacity.
- 1-3years working experience in troubleshooting technical issues is an asset.
- 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.
Why job seekers choose Geotab
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
*The above are offered to full-time permanent employees only
How we work
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