<img height="1" width="1" src="https://www.facebook.com/tr?id=309609029588200&amp;ev=PageView&amp;noscript=1">
Department: Customer Support
Role Type: Full-Time, 6 Months Contract
Experience: Minimum of 2 years in customer support and administration in a tech/software role
Location: Waterloo, ON



Role Description

At Fleet Complete we are invested in your success. We want you to have a job you are genuinely excited about, as well as opportunities to learn, grow and challenge yourself. If you are passionate about your career and are eager to be a key contributor to the company’s success, then this role is for you.

 

Reporting to the Manager, Support Operations, the role of the Bilingual Technical Support Analyst is to deliver service and support to customers across North America using and operating fleet, asset and mobile workforce management solutions, via remote connection or over the Internet. The Bilingual Technical Support Analyst will analyze the customers’ problem or issue, refer to the appropriate resource material or consult other experts and provide the appropriate solution.  The successful incumbent will provide the highest level of service to the customers (internal/external) and other company departments in accordance with company policies.


Company Overview

As one of the fastest growing IoT (Internet of Things) companies in North America, Fleet Complete has won numerous awards since its inception in 2000 thanks to its relentless commitment to Innovation, Quality, Customer Focus, Productivity, People and Community.

 

We are proud to be named one of Greater Toronto’s Top Employers for 2018 and one of Canada’s Best Employers for Recent Graduates http://content.eluta.ca/top-employer-fleet-complete

 

Essential Duties and Responsibilities

  • Effectively troubleshoot issues with urgency, working hard to solve every customer issue on their first contact
  • Answer all calls, emails, and live chat requests from customers who have questions regarding features or have issues relating to the app, their account, or just general inquiries
  • Become a Fleet Complete knowledge base, you will know the product inside and out
  • Represent Fleet Complete in a positive and professional manner
  • Update Zendesk cases with all appropriate information pertaining to your customer interactions
  • Customer retention through relationship building

Hours of Operations: Our Technical Support Centre is a 7/24/365 operation (availability to work evenings, weekends as well as holidays is required)

Location: This position is available at our Downtown Toronto and Waterloo office. Remote work can be considered depending on the circumstance, however please note that training is required to be onsite.

 

Requirements & Experience

All applicants must possess the following:

  • Bilingual in French is required
  • Minimum of 2 years in customer support and administration in tech/software support role
  • Ability to identify problems/challenges through conversation and create resolutions for customers quickly and efficiently
  • Excellent communication skills with the ability to articulate technical issues
  • Experience creating and maintaining customer relationships
  • Team player with a positive attitude and the drive to go above and beyond to achieve success
  • Experience in customer service (support or sales)
  • Manage multiple projects simultaneously and prioritize accordingly
  • Zendesk experience is an asset
  • Self-motivated with the ability to work independently

 

If you are interested in applying for this role, please complete the online application here.


Fleet Complete will provide support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. If you require accommodation during the interview process, please contact the Recruitment Team, recruitment@fleetcomplete.com, 866-649-7949.

Fleet Complete is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veterans status or any other legally-protected factors.