Customer Support Specialist (Bilingual - Spanish)

Company: Geotab
Location: Laredo
Posted on: January 12, 2022

Job Description:

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 Customer Support Specialist (Bilingual Spanish/English) who is responsible for one-call resolution with a focus on creating customer loyalty and providing a great customer experience. If you love technology, you 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 Customer Support Specialist (Bilingual Spanish/English), your key area of responsibility will be creating customer loyalty and satisfaction through one contact resolution of Geotab related inquiries. This role also assists new and existing customers via the deployment and implementation of devices and databases. You will need to work closely with Operations, Fleet Division, Sales, and other internal support teams.To be successful in this role you will be a self-starter with strong written and verbal communication skills, and have the ability to quickly understand complex, technical concepts. In addition, the successful candidate will know and demonstrate practices and processes for establishing and retaining customer relationships and creating customer satisfaction. You will also understand the Geotab devices, accessories and portals including troubleshooting protocols and applications. How you'll make an impact:Support client, carrier and sales team by providing phone, chat and email assistance relating to device errors, network communications, portal configuration and navigation, product implementation, and troubleshooting.Support the MyGeotab software application and the Geotab GO devices, IOX and other hardware.Work with internal teams to support all product support functionsCoordinate with internal departments on the return/exchange process for Geotab devices and accessories.Provide thorough, timely, successful resolution to inbound inquiries from support case origin through to completion.Support carrier demo and product trial programs.Manage, develop and deliver product service training to resellers and external customers.Provide successful resolution to all customer complaints ensuring the customer is satisfied with the end result.Perform diagnostics and advanced troubleshooting on existing release GO devices and accessories.Report severe and escalating issues to management to assist in the resolution process.Continually preserve the confidentiality and security of customer data and information.Develop and maintain support documentation for customers.Support Geotab global strategic initiatives.Supporting clients 24/7, thus hours of work may vary.What you'll bring to this role:Post-Secondary Diploma/Degree specialization in Engineering, Computer Science, or a related field highly valued.Ability to read, write and speak in English and Spanish fluently.1-3 years experience in customer experience.1-3 years experience with troubleshooting technical issues.Experience in a call center environment highly valued.Experience using Excel, SQL, Javascript, Python, highly valued.Experience working within a technical or engineering organization/knowledge of the high-technology industry an asset.A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and relationship management skills.Must stay relevant to technology and should have the flexibility to adapt to the growing technology and market demands.Highly organized and able to manage multiple tasks and projects simultaneously.Excellent verbal and written communication skills.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.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 careers@geotab.com. Click here to learn more about what happens with your personal data.

Keywords: Geotab, Laredo , Customer Support Specialist (Bilingual - Spanish), Other , Laredo, Texas