Technical Support Specialist, Bilingual Portuguese

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Deliver expert technical support to customers and partners for Geotab products, including GO devices and the MyGeotab platform, as well as integrated partner technologies.

• Diagnose and resolve intricate hardware and software challenges.

• Manage support cases from the first point of contact until resolution.

• Keep comprehensive support documentation up to date.

• Participate in 24/7 support operations through scheduled shifts.

• Collaborate with customers, partners, and internal technical teams to escalate complicated issues and devise solutions for cameras, keyless systems, and other integrated technologies.

• Assist partners, customers, sales representatives, and internal teams through phone, chat, and email communication.

• Offer technical insights on database setup, user management, rules and reporting, device errors, network communications, portal configuration, and product implementation.

• Identify issues related to connectivity, installation, and platform queries.

• Facilitate the return and exchange of devices and accessories with internal departments.

• Address customer complaints and escalate significant concerns to management.

• Safeguard the confidentiality and security of customer data and information.

• Support Geotab's global strategic initiatives.

⛳️ Requirements

• Proficiency in English and Portuguese (reading, writing, and speaking).

• A Post-Secondary Diploma or Degree in Engineering, Computer Science, or a related field is highly valued.

• 1-3 years of experience in customer service or technical support roles.

• 1-3 years of experience in troubleshooting technical hardware and/or software problems.

• Advanced Excel skills, including the ability to create pivot tables and reports.

• Familiarity with programming languages such as SQL, Python, C#, or JavaScript is highly valued.

• Experience with data warehouses, particularly Google BigQuery, is highly valued.

• Technical proficiency in using Google Suite for business (Sheets, Docs, Slides).

• Comfort in communicating with customers via telephone, email, and chat.

• Strong analytical and problem-solving abilities.

• Exceptional verbal and written communication skills.

• Strong interpersonal skills and the ability to build relationships.

• Capability to engage with all organizational levels.

• Highly organized, able to manage multiple tasks and projects simultaneously.

• Willingness to stay updated with technology and adapt to evolving market demands.

• Experience in a technical or engineering organization is an asset.

• Availability to work any schedule in a 24/7 environment, including afternoons, evenings, overnights, weekends, and holidays.

• Reliable internet connection with a minimum of 50mb DL/10mb UL when working from home.

• Eligibility to work in the United States confirmed through E-Verify.

🏝️ Benefits

• Flexible working arrangements.

• Home office reimbursement program.

• Baby bonus & parental leave top-up program.

• Opportunities for online learning and networking.

• Incentive program for electric vehicle purchases.

• Comprehensive medical and dental benefits.

• Retirement savings program.

• Requirement for a reliable internet connection for home working supported by cloud-based applications, collaboration tools, and asynchronous working.

• Participation in online social events, chat rooms, and gatherings.

• Support for work-life balance.

• Disability accommodations provided during recruitment, assessment, employment, performance management, career development, training, and redeployment.