Technical Support Specialist

As a Positrace Bilingual Technical Support Specialist English-Spanish, your primary responsibility is to provide first-level technical support for customers using our GPS products and services.

You will be the initial point of contact for customers seeking assistance with various technical issues, ensuring that their problems are resolved in a timely and efficient manner. This role requires strong project management skills, an understanding of our GPS systems and the ability to communicate technical information in a user-friendly manner.

This role is critical in ensuring customers have a positive experience with our products and services. Your technical expertise and ability to communicate effectively with customers will be key in resolving their issues and fostering loyalty.

Responsibilities

• Provide telephone and on-line technical support to existing customers in Canada, USA and in Mexico, including diagnosing and trouble-shooting GPS Tracking hardware and software issues
• Take ownership of customer issues, showing urgency to resolve problems and following up until they are fully resolved.
• Identify, analyze, and resolve customer technical problems efficiently.
• Document all inbound and outbound activities in the support ticketing system.
• Build lasting relationships with customers through excellent customer service, patience, empathy, and professionalism.
• Communicate clearly and effectively, adapting to the user’s technical level.
• Demonstrate a high level of initiative, suggesting improvements or solutions proactively.

Skills required

Technical Knowledge :

Soft Skills / Customer Service :

Other Skills :

Education

Terms of Employment

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