About Company
Geotab is a global leader in connected transportation and IoT, providing telematics solutions to businesses of all sizes. Our mission is to help our customers connect their vehicles to the internet and extract valuable insights from data to improve safety, efficiency, and sustainability. With over 3 million connected vehicles and a rapidly expanding global presence, Geotab is at the forefront of innovation in fleet management technology. We foster a culture of collaboration, continuous learning, and customer-centricity, where every team member contributes to our success. We believe in empowering our employees and providing them with the tools and opportunities to thrive in a dynamic and fast-paced environment. Join us and be a part of a company that is shaping the future of transportation.
Job Description
Are you a highly empathetic and technically astute individual with a passion for helping others? Geotab is seeking a dedicated and proactive Customer Support Executive to join our growing remote team, based out of Oakville, Ontario. In this pivotal role, you will be the frontline ambassador for Geotab, providing exceptional support to our diverse customer base. This isn’t just about answering questions; it’s about building relationships, understanding complex technical issues, and empowering our customers to maximize the value of their Geotab solutions. You will navigate through product inquiries, troubleshoot technical challenges, and guide users through our sophisticated telematics platform with patience and expertise.
Working remotely offers the flexibility to manage your own workspace, but it also requires a high degree of self-motivation, excellent organizational skills, and a strong ability to communicate effectively through digital channels. You will be part of a supportive virtual team, collaborating closely with colleagues across various departments, including engineering, product development, and sales, to ensure a seamless customer experience. We are looking for someone who thrives in a problem-solving environment, possesses a keen eye for detail, and is committed to continuous learning in a rapidly evolving tech landscape. If you’re eager to make a tangible impact on customer satisfaction and contribute to the success of a leading IoT company, we encourage you to apply. This role offers significant opportunities for professional growth and skill development within a company that values innovation and its people.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate information.
- Diagnose and resolve technical issues related to Geotab hardware, software, and platform functionalities.
- Guide customers through product features, configurations, and best practices to optimize their use of Geotab solutions.
- Escalate complex or unresolved issues to appropriate internal teams (e.g., engineering, product) while maintaining clear communication with the customer.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in our CRM system.
- Contribute to the development and maintenance of our knowledge base, creating articles and FAQs to empower self-service.
- Gather customer feedback and insights to identify trends and areas for product and service improvement.
- Collaborate with internal teams to provide a unified and exceptional customer experience.
- Stay up-to-date with Geotab product releases, updates, and industry trends to continuously enhance support capabilities.
Required Skills
- 2+ years of experience in a customer support or technical support role, preferably in a SaaS or technology environment.
- Exceptional verbal and written communication skills with a strong customer-centric approach.
- Proven ability to troubleshoot technical issues logically and methodically.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
- High level of empathy and patience when dealing with customer concerns.
- Reliable high-speed internet connection and a dedicated, quiet home office space suitable for remote work.
Preferred Qualifications
- Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Business Administration).
- Experience with telematics, GPS tracking, or fleet management solutions.
- Familiarity with IoT devices and cloud-based platforms.
- Bilingualism (English and French) is considered a strong asset.
- Relevant industry certifications (e.g., CompTIA A+, ITIL).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision benefits.
- Paid time off and flexible work arrangements.
- Home office stipend to support a productive remote workspace.
- Opportunities for professional development and continuous learning.
- Collaborative and supportive remote team environment.
- Employee wellness programs and resources.
- Opportunity to work with cutting-edge technology in a rapidly growing industry.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We encourage you to submit a detailed resume and cover letter outlining your experience and why you believe you are the ideal candidate for this role. We look forward to reviewing your application!