Technical Support Specialist (Remote)


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Geotab Inc.
Geotab's fleet management software and GPS vehicle tracking devices are used to track thousands of vehicles. Get a free demo of our GPS fleet tracking solution!
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Who we are:
Geotab is a global leader in IoT and connected transportation and certified “Great Place to Work.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.
Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Marketplace, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. 
Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram, Twitter or Facebook.
Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Technical Support Specialist who is enthusiastic about providing world class customer experience by troubleshooting, problem solving, and identifying solutions for customer issues. If you love technology,  are passionate about technical and customer support, and you are keen to join an industry leader — we would love to hear from you!
What you'll do:
As a Technical Support Specialist, your key area of responsibility will be creating customer loyalty and satisfaction through your superb troubleshooting and problem solving skills. You will support both the MyGeotab software application and the Geotab GO devices, IOX, and other hardware. You will understand the business impact of incoming tickets and will troubleshoot effectively to resolve issues and answer questions. Strong communication and organizational skills will make you an ideal and successful candidate who will find reward in supporting robust software that can function 24/7 with no down time.

How you'll make an impact:

  • Supports client, carrier, and sales team by providing phone, chat, and email assistance relating to device errors, network communications, portal configuration and navigation, as well as product implementation, and troubleshooting, while also supporting carrier demo and product trial programs.
  • Coordinates with all departments in the management of the return/exchange process for Geotab devices and accessories from case origin to completion, including communication to the customer.
  • Identify and assess customers’ needs to achieve satisfaction. This includes diagnosing and resolving technical hardware and software issues involving connectivity, installation and software inquiries.
  • Creating customer loyalty and satisfaction.
  • Continuous learning and improvement to become subject matter experts of Geotab’s products - including testing and configuring hardware and software.
  • Utilize enhanced Excel functions, including pivot tables, graphs, and Vlookup functions.
  • Navigate, update, and educate users on the use of the MyGeotab portal.

What you'll bring to this role:

  • Bachelor's degree required
  • Post Secondary Diploma or Degree in Engineering, Computer Science or a related field is considered an asset
  • 2 years of technical support experience
  • 2 years in a customer service role
  • Intermediate level Excel skills, including creation of pivot tables and reports
  • Experience working with wireless or telecommunication technologies preferred
  • Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
  • Working knowledge of Python, SQL, C# or JavaScript required
  • Basic understanding of how SaaS integrations work and experience troubleshooting in a SaaS environment a great plus
  • Please note this is not an IT position, rather a Tier 2 technical support center role which provides contact center support to clients.

How we work:
At Geotab, we understand that the world is always changing and that we need to change with it. Geotab has adopted a hybrid model for working, including a flexible work from home program, with the opportunity to work in our safe, clean offices. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!
We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals.  We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at Click here to learn more about what happens with your personal data.
Job region(s): North America
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