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Customer Support Specialist
Federal Government
Posted on 1/18/2023
United States
Experience Level
  • Post-Secondary Diploma/Degree specialization in Engineering, Computer Science, or a related field
  • Experience in direct customer support in a call center environment
  • Experience with troubleshooting technical issues
  • Experience using Excel, SQL, Javascript, Python, and JIRA
  • Experience working within a technical or engineering organization/knowledge of the high-technology industry
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and relationship management skills
  • 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 well-judged decisions
  • Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides)
  • Support FedRAMP clients, carriers 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, MyAdmin software application and the Geotab GO devices, IOX and other hardware
  • Use JIRA to document and update all tasks related to Federal Government requests
  • Coordinate with internal departments on the return/exchange process for Geotab devices and accessories
  • Actively troubleshoot problems and come up with solutions. Advocate on behalf of the customer to help find ways to improve the customer experience. Escalate as required to Engineering Support
  • Provide customers with continuous updates on escalated items
  • Achieve relevant KPIs to ensure we maintain a high standard of customer satisfaction
  • Provide thorough, timely, successful resolution to inbound inquiries from support case origin through to completion
  • Understand the customer workflow and assist them with navigating through the process
  • Perform diagnostics and advanced troubleshooting using internal tools
  • 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

1,001-5,000 employees

Open platform telematics technology provider
Company Overview
Geotab is on a mission to advance technology, empower businesses and make the roads safer for everyone. The company connects vehicles to the internet and provide web-based analytics to help organizations manage their fleets.
  • Medical & dental
  • Retirement savings
  • Fitness membership
  • Baby bonus
  • Flex work arrangements
  • Home office reimbursement for select items
  • EV program
  • Learning reimbursement
Company Core Values
  • Collaborate and strive for transparency
  • Innovate and develop for the future
  • Do the right thing
  • Keep it simple
  • Embrace change
  • Work hard, your way