Customer Support Specialist

Who We Are

Since 2007, Geoforce has been an industry leader in GPS tracking, providing reliable solutions for over 250,000 assets across 90+ countries. Our comprehensive platform combines rugged GPS devices with advanced software, supported by global satellite and cellular networks. From vehicles to heavy equipment, we deliver the visibility and control businesses need to optimize operations. Trusted by industry leaders like Southwest Airlines, DHL, and SLB (Schlumberger), Geoforce is the go-to partner for smarter asset management. Learn more at www.geoforce.com.

As a rapidly growing company committed to technology innovation and delivering high value services to its clients, Geoforce is constantly looking for high integrity, well-rounded professionals who thrive on challenges, are fascinated by technology, exhibit passion and pride, and don't mind rolling up their sleeves to get a job done.

What We Need

We are seeking a Calgary-based, customer service oriented professional to manage customer functional and technical questions/issues and support our customers globally. This position is a critical customer facing function, so it requires someone who loves proactively interacting with numerous people every day and brings passion and energy to everything they do.

Job Duties

As a Customer Support Representative, you will play a critical role in providing a professional and positive experience to our customers. Your responsibilities will include:

Customer Assistance and Troubleshooting

• Respond to customer inquiries through multiple channels (email, phone) in a timely and professional manner.

• Diagnose and resolve technical issues by leveraging product knowledge, documentation, and internal resources.

• Escalate complex issues to appropriate teams while maintaining ownership of the customer experience.

Product Expertise

• Develop a deep understanding of the company’s software, features, and integrations.

• Educate customers on best practices, workflows, and new features to maximize their value from the product.

• Stay updated on product changes and enhancements to provide accurate and up-to-date information.

Customer Advocacy

• Act as the voice of the customer by identifying common pain points, feature requests, and areas for improvement.

• Collaborate with internal teams (Product, Engineering, Sales) to ensure customer feedback informs company decisions.

Documentation and Knowledge Sharing

• Contribute to the creation and maintenance of knowledge base articles, FAQs, and training materials.

• Share insights and solutions with team members to improve efficiency and consistency in support.

Performance and Metrics

• Meet or exceed key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.

• Proactively identify opportunities to improve processes and reduce repeat issues.

Customer Relationship Building

• Build rapport with customers by demonstrating empathy, patience, and a solutions-focused attitude.

• Support customers in their onboarding journey and guide them toward long-term success with the platform.

Knowledge and Skills

• Take initiative, and a proactive approach to day-to-day responsibilities, customers, and colleagues.

• Demonstrate the ability to solve problems and anticipate customer needs.

• Strong oral and written communication skills.

• Good time management skills.

• A high degree of attention to detail and accuracy.

• Reliable, determined, and good presentation skills.

• Demonstrable proficiency with the Web, Word, Excel, and PowerPoint. Experience using CRM databases, specifically Salesforce.

Education and Work Experience

• Bachelor’s degree is preferred.

• Prior experience in a customer service or support role is preferred.

• Current or prior experience within any of the following industries: oil & gas, construction, transportation & trucking, or equipment rental is preferred but not required.