Customer Support Technical Specialist (Bilingual - French)

Basis:

Permanent - Full Time

Area of Interest:

Support Operations

Locations:

Saint John, NB / Oakville, ON

Who you are:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Support Technical Specialist (Bilingual - French) who is responsible for one-call resolution with a focus on creating customer loyalty and providing a great customer experience. If you love technology, have a passion for technical and customer support and are keen to join a leading-edge telematics firm, we would love to hear from you!

What you’ll do

The Customer Support Technical Specialist (Bilingual - French) offers assistance for any product inquiries via phone, email and live chat. The agent will be responsible for providing timely and accurate informational support to customers, contributing a prime customer-obsessed interaction. The Customer Support Specialist will also collaborate with internal teams, perform advanced troubleshooting on GO devices and develop internal documentation.

The ideal candidate will be enthusiastic, curious with a passion for customer service and technology / Big Data. We are seeking demonstrable problem solving skills, logical reasoning and willingness to assist our customers. You will ensure ownership and doing the right thing to offer solutions from beginning to end of our customer's issue. By showing proactiveness to provide remarkable support to resolve distinctive and sensitive issues, our agents maintain high customer satisfaction. Support Specialists are responsible to keep things simple, collaborate with other team members and strive for transparency.

How you’ll make an impact

  • Delivers technical assistance to partners, customers, and internal teams across various communication channels, including phone, chat, and email.

  • Assumes ownership of customer-reported issues, ensuring their resolution while adhering to departmental Service Level Agreements (SLAs).

  • Utilizes internal tools to conduct research, diagnosis, and troubleshooting, identifying solutions to address both hardware and software-related challenges.

  • Maintains product knowledge encompassing Geotab hardware, configuration and navigation of the MyGeotab portal, Geotab Drive application/navigation, third-party integrations, software applications, and hardware.

  • Thoroughly document customer support interactions in our ticketing system, maintaining accurate and organized records.

  • Follows established protocols for escalating unresolved issues to relevant technical internal teams.

  • Develops and curates Knowledge Base articles within the Geotab Community, ensuring valuable resources for ongoing learning and issue resolution.

  • Handles requests for cancellation, reactivation, suspension, and device plan changes from supported customers.

  • Coordinates training activities, whether by providing instructional videos, initiating training requests within the MyGeotab database, or engaging with the assigned Life Cycle Specialist.

  • Offers technical support and troubleshooting expertise for the MyGeotab Software application, Geotab GO devices, IOX modules, OEM integrations, and other hardware available through the OrderNow platform.

  • Protects company data and security by authenticating users and adhering to necessary clearance and access protocols.

  • Supporting clients 24/7, thus hours of work may vary.

What you’ll bring to this role

  • Ability to read, write and speak in English and French fluently.

  • 1-3 years working experience in customer service/support capacity.

  • 1-3 years working experience in troubleshooting technical issues is an asset.

  • Excellent verbal and written communication skills.

  • Strong analytical & critical thinking skills and a natural problem solver.

  • Ability to work independently and use independent resources such as knowledge center documentation as guidance to properly diagnose and troubleshoot customer issues.

  • Ability to embrace and implement process changes.

  • Highly organized and able to manage multiple tasks and projects simultaneously in a fast-paced working environment.

  • Technical competence using software programs such as Google Suite for business (Sheets, Docs, Slides) and MS Excel.

  • Knowledge of various programming languages (i.e., SQL, Python, C# or JavaScript) is an asset.

  • Ability to work any schedule on a 24/7 environment.

Apply now