Technical Support Specialist – Bilingual Spanish

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Deliver expert technical support to customers and partners for Geotab products, encompassing GO devices and the MyGeotab platform, along with integrated partner technologies.

• Manage support cases from the initial point of contact through to resolution.

• Diagnose and resolve intricate hardware and software issues related to connectivity, installation, and platform queries.

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

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

• Maintain comprehensive documentation.

• Participate in 24/7 support operations.

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

• Oversee device and accessory returns and exchanges with internal departments.

• Address customer complaints and escalate urgent issues to management.

• Safeguard customer data confidentiality and security.

• Support Geotab's global strategic initiatives.

⛳️ Requirements

• Proficient in reading, writing, and speaking both English and Spanish fluently.

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

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

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

• 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.

• Knowledge of data warehouses like Google BigQuery is highly regarded.

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

• Comfortable communicating with customers via telephone, email, and chat.

• Strong analytical and problem-solving abilities complemented by excellent verbal and written communication skills.

• Exceptional interpersonal and relationship-building skills, capable of engaging with all organizational levels.

• Highly organized, with the ability to handle multiple tasks and projects simultaneously.

• Must remain updated with technology and possess the flexibility to adapt to evolving market demands.

• Experience in a technical or engineering organization is advantageous.

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

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

• Proof of eligibility to work and capacity to pass a background check.

🏝️ Benefits

• Flexible 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.

• Work-life balance.

• Online social events, chat rooms, and gatherings.