Technical Support Specialist

Geotab•Atlanta, GA

2d•Hybrid

About The Position

Geotab is seeking a Technical Support Specialist who will provide expert technical assistance to customers and partners, diagnosing and resolving complex hardware and software issues for Geotab products (including GO devices and the MyGeotab platform) as well as integrated partner technologies. This role involves troubleshooting and resolving technical issues, providing comprehensive support for both Geotab and partner products, and ensuring customer satisfaction through effective problem diagnosis and solution delivery. The specialist will handle support cases from initial contact through resolution, maintain detailed documentation, and contribute to 24/7 support operations. Collaboration with customers, partners, and internal technical teams is essential for escalating complex issues and developing solutions for integrated technologies. The ideal candidate is customer-focused with excellent communication skills, patience, empathy, and the ability to explain technical concepts clearly. Strong technical aptitude, experience in programming languages and big data applications, and proven problem-solving abilities are required. Flexibility to work rotating shifts, including days, evenings, nights, weekends, and holidays, is necessary to support 24/7 operations.

Requirements

1-3 years of experience in a customer service or technical support capacity
1-3 years of experience troubleshooting technical hardware and/or software issues
Expert-level Excel skills including creation of pivot tables and reports
Technical competence using Google Suite for business (Sheets, Docs, Slides)
Comfort speaking with customers by telephone, email, and chat
Strong analytical and problem-solving skills with excellent verbal and written communication
Strong interpersonal and relationship-building skills with the ability to engage with all levels of the organization
Highly organized with the ability to manage multiple tasks and projects simultaneously
Must stay current with technology and have the flexibility to adapt to growing market demands
Ability to work any schedule in a 24/7 environment including afternoons, evenings, overnights, weekends, and holidays

Nice To Haves

Post-Secondary Diploma or Degree in Engineering, Computer Science, or a related field highly valued
Working knowledge of programming languages such as SQL, Python, C#, or JavaScript highly valued
Working knowledge of data warehouses such as Google BigQuery highly valued
Experience working within a technical or engineering organization is an asset

Responsibilities

Support partners, customers, sales representatives, and internal teams through multiple communication channels including phone, chat, and email
Provide technical expertise on database setup, user management, rules and reporting, device errors, network communications, portal configuration, and product implementation
Diagnose and resolve technical hardware and software issues involving connectivity, installation, and platform inquiries
Coordinate with internal departments on the return and exchange process for Geotab devices and accessories
Deliver successful resolution to all customer complaints and escalate critical concerns to management
Preserve the confidentiality and security of customer data and information
Support Geotab global strategic initiatives