Oakville, Ontario - Canada; Waterloo, Ontario - Canada
Hybrid
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Technical Support Specialist - Bilingual French who will provide expert technical assistance to customers and partners, diagnosing and resolving complex hardware and software issues for Geotab products (including GO devices and the MyGeotab platform) as well as integrated partner technologies. If you love technology, and are keen to join an industry leader - we would love to hear from you!
As a Technical Support Specialist, your key area of responsibility will be troubleshooting and resolving technical issues, providing comprehensive support for both Geotab and partner products, and ensuring customer satisfaction through effective problem diagnosis and solution delivery. You will be responsible for handling support cases from initial contact through resolution, maintaining detailed documentation, and contributing to our 24/7 support operations. You will need to work closely with customers, partners, and internal technical teams to escalate complex issues and collaborate on solutions for cameras, keyless systems, and other integrated technologies.
To be successful in this role, you will be a customer-focused professional with excellent communication skills, demonstrating patience, empathy, and the ability to explain technical concepts clearly to users of varying technical backgrounds. In addition, the successful candidate will have strong technical aptitude with experience in programming languages and big data applications, proven problem-solving abilities, and the flexibility to work rotating shifts including days, evenings, nights, weekends, and holidays to support our 24/7 operations.
• Support partners, customers, sales representatives, and internal teams through multiple communication channels including phone, chat, and email
• Provide technical expertise on database setup, user management, rules and reporting, device errors, network communications, portal configuration, and product implementation
• Diagnose and resolve technical hardware and software issues involving connectivity, installation, and platform inquiries
• Coordinate with internal departments on the return and exchange process for Geotab devices and accessories
• Deliver successful resolution to all customer complaints and escalate critical concerns to management
• Preserve the confidentiality and security of customer data and information
• Support Geotab global strategic initiatives
• Ability to read, write and speak in English and French fluently
• Post-Secondary Diploma or Degree in Engineering, Computer Science, or a related field highly valued
• 1-3 years of experience in a customer service or technical support capacity
• 1-3 years of experience troubleshooting technical hardware and/or software issues
• Expert-level Excel skills including creation of pivot tables and reports
• Working knowledge of programming languages such as SQL, Python, C#, or JavaScript highly valued
• Working knowledge of data warehouses such as Google BigQuery highly valued
• Technical competence using Google Suite for business (Sheets, Docs, Slides)
• Comfort speaking with customers by telephone, email, and chat
• Strong analytical and problem-solving skills with excellent verbal and written communication
• Strong interpersonal and relationship-building skills with the ability to engage with all levels of the organization
• Highly organized with the ability to manage multiple tasks and projects simultaneously
• Must stay current with technology and have the flexibility to adapt to growing market demands
• Experience working within a technical or engineering organization is an asset
• Ability to work any schedule in a 24/7 environment including afternoons, evenings, overnights, weekends, and holidays
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
The annual base salary for this position is the expected annual salary for this role, and may be subject to change. Geotab offers various perks and benefits and other compensation components that an individual may be eligible for. The actual base salary for this position depends on a variety of factors such as but not limited to skills, qualifications, education and overall experience, including the location the applicant lives while performing the job. This also includes equity with other team members and alignment with local market data. All offers of employment are contingent upon proof of eligibility to work and the individual's ability to pass a background check.
