Description:
The Partner Technical Support Specialist is responsible for diagnosing and resolving software and hardware related issues within Geotab IoT Solution. This specialized position supports partners directly but can also involve direct customer support.
How you'll make an impact
- Support resellers, partners, customers, and internal teams through various communication mediums (i.e., phone, chat and email).
- Technical expert on device errors, network communications, portal configuration and navigation, product implementation and troubleshooting the Geotab hardware and software applications.
- Coordinate with internal departments on the return/exchange process for Geotab devices and accessories.
- Diagnose and resolve technical hardware and software issues involving connectivity, installation and software inquiries.
- Provide successful resolution to all customer complaints.
- Report escalating and severe concerns/issues to management.
- Preserve the confidentiality and security of customer data and information.
- Support Geotab global strategic initiatives.
- Onboarding phase will take place in either Europe or Canada (~8 weeks)
- Hybrid role with 2-3 office days minimum
What you'll bring to the role
- 2-3 years of experience in customer technical service/support capacity.
- Strong experience troubleshooting technical issues.
- Working knowledge of various programming languages (i.e., SQL, Python, C# or JavaScript).
- Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).
- Working Knowledge in utilizing data warehouses (i.e., Google Big Query).
- Expert level Excel skills, including creation of pivot tables and reports.
- Experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset.
- Highly organized and able to manage multiple tasks and projects simultaneously.
- Excellent verbal and written communication skills, able to translate customer and partner requests into requirements that can help Geotab products to improve
- Comfort speaking with customers by telephone, email and chat.
- Must stay relevant to technology and should have the flexibility to adapt to the growing technology and market demands.
- Strong interpersonal relationship building skills. Global collaboration across different cultures and time zones is necessary.
- Excellent analytical skills paired with strong problem-solving abilities.
- A strong team-player with the ability to engage with all levels of the organization