Technical Support Specialist

Job Description

Position Overview

As a Technical Support Specialist, you will be responsible for supporting GoGPS's direct accounts with the following key duties:

• Provide ongoing support for GoGPS/Geotab accounts, ensuring seamless service and issue resolution.
• Maintain a strong understanding of the GoGPS/Geotab platform to effectively assist customers.
• Stay well-informed about account activities, including support tickets, installations, ordering, training, custom developments, compliance, and escalations.
• Develop and nurture relationships with key contacts at each account, ensuring they feel confident reaching out to you directly for assistance.
• Demonstrate sound judgment in determining when changes can be made independently and when to consult the team for guidance. If uncertain, always double-check with colleagues to ensure accuracy and avoid potential issues.
• Continuously expand your knowledge of the Geotab platform, Marketplace, and partners during any downtime to stay informed and improve customer service.
• Take a proactive approach by understanding customer data, empathizing with their needs, and helping them make informed, actionable decisions.
• Account-specific details will be provided during onboarding to ensure you're fully equipped.
• Comfortable conducting calls, team meetings, and training sessions as part of your role.
  
  

Qualifications

To be successful in this role, you should possess the following qualifications:

• Experience: At least 1-2 years in a technical support, customer service, or account management role, preferably within a tech or fleet management environment.
• Technical Skills: Familiarity with troubleshooting technical issues, working with data, and understanding software configurations. Strong understanding of the Geotab platform or a similar fleet management software system is a plus.
• Communication: Excellent verbal and written communication skills. Ability to explain complex technical concepts in simple terms to non-technical customers.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to assess customer needs and provide effective solutions.
• Proactive Mindset: Ability to work independently, prioritize tasks, and take initiative in resolving customer issues before they escalate.
• Organizational Skills: Ability to manage multiple accounts and tasks simultaneously, with keen attention to detail.
• Team Player: Collaborative mindset and a willingness to ask for guidance when needed, ensuring customer issues are handled with care and precision.
  
  

Compensation And Benefits

Your compensation package includes:

• Base Salary: $40,500 per annum, paid bi-weekly.
• Probation Period: 90 days, after which we’ll review your performance and discuss raises based on exceptional performance and system knowledge.
• Benefits: Comprehensive benefits package, including health, vision, and dental coverage. 3% 401(k) match. Additional elective benefits are available.
• Bonuses/Commission: To be discussed upon completion of the 90-day probation period.
  
  

Company Description

GoGPS is a leading Geotab reseller specializing in Telematics and Camera sales for Fleets, with a primary focus on Enterprise-level customers. In addition to our hardware offerings, we have developed a cutting-edge software platform called GoAnalytics. This platform is designed to organize and structure data, empowering our customers to identify risk factors within their fleet and provide targeted coaching for safety improvements.

At GoGPS, we are dedicated to delivering innovative solutions that enhance fleet management and safety. Join our team and be part of a company at the forefront of the telematics industry, where safety, excellence, and customer satisfaction are at the core of our values.

GoGPS is a leading Geotab reseller specializing in Telematics and Camera sales for Fleets, with a primary focus on Enterprise-level customers. In addition to our hardware offerings, we have developed a cutting-edge software platform called GoAnalytics. This platform is designed to organize and structure data, empowering our customers to identify risk factors within their fleet and provide targeted coaching for safety improvements. At GoGPS, we are dedicated to delivering innovative solutions that enhance fleet management and safety. Join our team and be part of a company at the forefront of the telematics industry, where safety, excellence, and customer satisfaction are at the core of our values.