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 Geotab 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. Join our
talent network to learn more about job opportunities and company news.
Geotab cares about your safety. You may be required to be vaccinated based on the nature of your work (ex: travel requirements) or due to changing local governmental health requirements.
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, Federal Government who is responsible for handling FedRAMP clients, carriers and sales team 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:
The Customer Support Specialist, Federal Government offers direct customer contact for inquiries related to determining how Geotab’s product functions. This position works closely with internal support teams in order to identify, troubleshoot, problem solve and deliver known solutions to create and maintain a superior customer experience.
How you’ll make an impact:
- 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.
What you’ll bring to this role:
- 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).
If you got this far, we hope you’re feeling excited about this role! Even if you don’t feel you meet every single requirement, we still encourage you to apply.
Why job seekers choose Geotab:
Work from home and flex work arrangements
Home office reimbursement program
Baby bonus
Online learning and networking opportunities
Electric vehicle purchase incentive program
Full medical benefits & 4% 401k company matching RSP
*The above are offered to full-time permanent employees only
How we work:
At Geotab, we have adopted a
flexible first working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. 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!
Other employment statements:
Geotab will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.
Geotab provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Geotab complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Geotab expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Geotab’s employees to perform their job duties may result in discipline up to and including discharge. For more details, view a copy of the EEOC’s Know Your Rights poster. Click here to learn more about what happens with your personal data. 
