Technical Support Specialist – French Market
On-siteFerrara, Emilia-Romagna, Italy
Job Summary
Diagnose and resolve technical hardware and software issues involving connectivity, installation, and software inquiries for Geotab products, GO devices, and the MyGeotab platform. Provide technical expertise on database setup, user management, rules, reporting, device errors, network communications, and portal configuration while supporting partners, customers, and sales representatives via phone, chat, and email. Coordinate with internal departments on device return/exchange processes and manage product service training for resellers. Report escalating concerns to management and ensure confidentiality of customer data. Work within a 24/7/365 operation requiring a flexible schedule including evenings, nights, weekends, and holidays.
Required Qualifications
- Located in Lisbon
- Clear reading, writing, and communication in English
- Clear reading, writing, and communication in French
- 1 - 3 years of experience in a customer service/support capacity
- Troubleshooting technical issues
- Post-Secondary Diploma/Degree in Engineering, Computer Science, or a related field
- Working knowledge of various programming languages such as SQL, Python, C#, or JavaScript
- Working knowledge of data warehouses like Google Big Query
- Expert level Excel skills (pivot tables and reports)
- Technical competence in Google Suite for business
- Professional-level communication in French
- Fluency in French
- Fluency in English
- Ability to work a flexible schedule in a 24/7/365 operation
- Availability for days, evenings, nights, weekends, and holidays
- Reliable internet connection with at least 50mb DL/10mb UL
Desired Qualifications
- Strong technical aptitude
- Solid knowledge of various programming languages and big data applications
- Strong analytical skills
- Interpersonal relationship building skills
- Ability to manage multiple tasks and projects simultaneously
- Ability to adapt to growing technology and market demands
- Team-player mindset
- Comfort speaking with customers via telephone, email, and chat
- Experience managing the return/exchange process for Geotab devices and accessories
- Experience with database set up, user management, rules and reporting
- Experience with device errors, network communications, portal configuration and navigation
- Experience with product implementation
- Experience with troubleshooting Geotab hardware and software applications
- Experience managing, developing and delivering product service training directly to resellers and customers
- Experience providing successful resolution to customer complaints
- Experience reporting escalating and severe concerns/issues to management
- Experience preserving the confidentiality and security of customer data and information
- Experience supporting Geotab global strategic initiatives
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