Technical Support Specialist - Bilingual Portuguese

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist - Bilingual Portuguese based in Canada .** As a Technical Support Specialist, you will provide expert technical assistance to customers, partners, sales representatives, and internal teams across a range of connected transportation technologies. You will troubleshoot complex hardware and software issues involving connected devices, platforms, integrations, connectivity, and configuration. The role combines customer-facing communication with analytical problem-solving and hands-on technical investigation. You will manage support cases from initial contact through resolution while ensuring accurate documentation and a high-quality customer experience. Collaboration with technical teams and partners will be essential when resolving complex issues or escalating critical concerns. This is a fast-paced opportunity for a technology-focused professional who enjoys solving problems and working in a global 24/7 support environment. ### Accountabilities: - Provide technical support to customers, partners, sales representatives, and internal teams through **phone, chat, and email**. - Troubleshoot and resolve hardware and software issues involving connectivity, installation, device errors, network communications, and platform-related inquiries. - Provide technical guidance on **database setup, user management, rules and reporting, portal configuration, and product implementation**. - Support connected devices and integrated technologies, including cameras, keyless systems, and other partner solutions. - Manage support cases from initial contact through resolution, ensuring timely, accurate, and customer-focused outcomes. - Investigate customer complaints and provide effective resolutions, escalating critical or complex concerns to management when necessary. - Collaborate with internal technical departments and external partners to diagnose issues and develop appropriate solutions. - Coordinate device and accessory return and exchange processes with relevant internal teams. - Maintain detailed and accurate documentation of technical issues, investigations, and resolutions. - Protect the confidentiality and security of customer data and information. - Contribute to global strategic initiatives and continuous improvements within the technical support function. - Participate in rotating schedules supporting **24/7 operations**, including evenings, overnight shifts, weekends, and holidays. ## Requirements - Fluency in **English and Portuguese**, both written and spoken. - Post-secondary diploma or degree in **Engineering, Computer Science, or a related field** is highly valued. - **1–3 years of experience** in customer service or technical support. - **1–3 years of experience troubleshooting technical hardware and/or software issues**. - Advanced Excel skills, including the ability to create **pivot tables and reports**. - Working knowledge of programming languages such as **SQL, Python, C#, or JavaScript** is highly valued. - Familiarity with data warehouses such as **Google BigQuery** is an advantage. - Technical proficiency with **Google Workspace**, including Sheets, Docs, and Slides. - Comfortable communicating with customers through telephone, email, and chat. - Strong analytical, troubleshooting, and problem-solving abilities. - Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to users with different levels of technical knowledge. - Strong interpersonal and relationship-building skills, with the ability to collaborate effectively across different organizational levels. - Highly organized and capable of managing multiple cases, tasks, and projects simultaneously. - Adaptable and willing to stay current with evolving technologies and changing market demands. - Experience working within a technical or engineering organization is an asset. - Flexibility to work **any schedule in a 24/7 support environment**, including afternoons, evenings, overnight shifts, weekends, and holidays. ## Benefits - Flexible working arrangements supporting both remote and in-person collaboration. - Home office reimbursement program. - Baby bonus and parental leave top-up program. - Competitive medical and dental benefits. - Retirement savings program. - Electric vehicle purchase incentive program. - Online learning and professional networking opportunities. - Opportunities to develop technical expertise in connected transportation, IoT, data, and fleet technology. - Access to a collaborative and inclusive global work environment. - Opportunities to contribute to innovative technology initiatives and strategic projects. - Support for work-life balance through flexible working practices and virtual collaboration tools. - Opportunities for continuous professional and career development.