Partner Support Technical Specialist
Basis:
Permanent - Full-time
Area of Interest:
Support Operations
Location:
Madrid, Spain
Who we are
Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking Partner Support Technical Specialist, a tech savvy problem solver with a strong analytical mindset and a passion for customer service. With excellent communication skills, you thrive in a fast-paced environment, assisting partners and resellers with troubleshooting and product implementation. Your ability to work independently, manage multiple tasks, and adapt to new challenges makes you a key player in delivering exceptional technical support.
What you'll do:
You will diagnose and resolve hardware and software issues related to Geotab products, ensuring seamless functionality for partners and customers. Your role involves providing expert guidance on device errors, network communications, and product implementation while managing escalations. Additionally, you will support strategic initiatives, and maintain the security of customer data, contributing to a high standard of technical service.
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.
- Manage, develop and deliver product service training directly to resellers and customers.
- 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.
What you'll bring to the role
- Post-Secondary diploma/degree or equivalent work experience, specialization in Engineering, Computer Science or similar fields is highly valued.
- 3+ years of experience in customer service/support capacity, troubleshooting technical issues.
- Experience in scripting with different programming languages (i.e., SQL, Python, C# or JavaScript) is an asset.
- 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 in both, English and Spanish.
- 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.
- Strong analytical skills with the ability to problem solve to well-judged decisions.
- A strong team-player with the ability to engage with all levels of the organization.
- Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).
- Entrepreneurial mindset and comfortable in a flat organization.
What makes our staff passionate about Geotab?
Flex working arrangements
Home office reimbursement program
Fantastic state of the art office
Public transportation reimbursement
Employer pension contributions
Generous medical & dental benefits offered to you and family members
Electric vehicle purchase incentive program
Subsidized fitness membership
Co-pay tuition reimbursement
*The above are offered to full-time permanent employees only