Customer Support Technical Specialist - Spanish Bilingual

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Requirements:

• Fluent in reading, writing, and speaking English and Spanish.
• 1-3 years of experience in customer service/support.
• 1-3 years of experience in troubleshooting technical issues is an asset.
• Excellent verbal and written communication skills.
• Strong analytical and critical thinking abilities.
• Ability to work independently with resources for issue resolution.
• Organized and able to manage multiple tasks in a fast-paced environment.
• Technical competence with Google Suite and MS Excel.
• Knowledge of programming languages like SQL, Python, C#, or JavaScript is an asset.
• Ability to work any schedule in a 24/7 environment.

Responsibilities:

• Deliver technical assistance to partners, customers, and internal teams across phone, chat, and email.
• Assume ownership of customer-reported issues ensuring resolution per SLAs.
• Utilize internal tools for research, diagnosis, and troubleshooting.
• Maintain product knowledge regarding Geotab hardware and software.
• Document support interactions in the ticketing system.
• Follow protocols for escalating unresolved issues.
• Curate Knowledge Base articles for ongoing learning.
• Handle requests for cancellation, reactivation, and plan changes.
• Coordinate training activities and provide technical support.