Bilingual Technical Support Specialist English/Spanish

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: $48,000<br /><p>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.</p><p></p><p>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.</p><p></p><p><strong>This role is critical in ensuring customers have a positive experience with our products and services.</strong>Your technical expertise and <strong>ability to communicate effectively </strong>with customers will be key in resolving their issues and fostering loyalty.</p><p><br /></p><p>Responsibilities</p><ul><li>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</li><li>Take ownership of customer issues, showing urgency to resolve problems and following up until they are fully resolved.</li><li>Identify, analyze, and resolve customer technical problems efficiently.</li><li>Document all inbound and outbound activities in the support ticketing system.</li><li>Build lasting relationships with customers through excellent customer service, patience, empathy, and professionalism.</li><li>Communicate clearly and effectively, adapting to the users technical level.</li><li>Demonstrate a high level of initiative, suggesting improvements or solutions proactively.</li></ul><p>Skills required<br /></p><ul><li>Experience: 35 years in Helpdesk or Technical Support roles providing services to external customers.</li><li>Technical Knowledge:<ul><li>Linux operating systems.</li><li>Electronics knowledge.</li><li>Ability to diagnose and troubleshoot both software and hardware issues.</li><li>Knowledge of camera systems, networks, and connectivity (LAN/Wi-Fi/cellular) is a plus.</li></ul></li><li>Soft Skills / Customer Service:<ul><li>Excellent customer service skills, including patience, empathy, and professionalism.</li><li>Strong communication skills (English and Spanish, spoken and written).</li><li>Take ownership of issues and follow through until resolution.</li><li>Urgency to resolve problems and a proactive mindset.</li><li>High level of initiative and ability to work independently.</li></ul></li></ul><ul><li>Other Skills:<ul><li>Familiarity with SLAs (Service Level Agreements).</li><li>Strong organizational and time management skills with attention to detail.</li></ul></li></ul><p>Education</p><ul><li>Bachelors degree in Information Technology, Electronics, or Engineering.<br /></li></ul><p>Terms of Employment</p><ul><li>Full-time role</li><li>Monday to Friday</li><li>On-site</li></ul><p><br /></p></p></p>