GoGPS is seeking a Customer Success and Support Agent!

Location: 395 Franklin Blvd., Unit A, Cambridge, Ontario (In-Office)

Position Status: Full-Time

## Position Summary

GoGPS is seeking a Customer Success Agent to serve as the dedicated point of contact for our clients, ensuring the successful adoption and utilization of Geotab fleet management solutions. The individual will be responsible for comprehensive onboarding, ongoing technical support, and relationship management to maximize customer value and retention.

## Core Responsibilities & Accountabilities

### 1. Customer Onboarding, Implementation & Fulfilment

- Lead current customers through the complete onboarding process for GoGPS products and the Geotab platform.
- Conduct thorough training sessions to ensure client proficiency and confidence in system usage.
- Configure system settings to align with client operational requirements. This includes the ability to assist customers in the setup of API utililization from one platform to another.
- Process and ship hardware orders using the best shipping options to ensure timely delivery of products.
- Maintain accurate inventory control, and process, make, and fill sales orders efficiently.

### 2. Technical Support & Issue Resolution

- Serve as the primary respondent for inbound customer inquiries via phone and email.
- Troubleshoot and resolve technical issues, billing discrepancies, and product usage questions in a timely manner.
- Escalate complex technical incidents to appropriate internal teams while maintaining ownership of the customer communication.

### 3. Relationship Management





- Develop and maintain long-term partnerships with assigned clients.
- Act as a trusted advisor, proactively identifying opportunities for clients to leverage additional features or services.
- Monitor customer health metrics and intervene when usage declines or risks are identified.

### 4. Administrative & Documentation

- Maintain comprehensive and accurate records of all customer interactions, support tickets, and project milestones within the CRM.
- Contribute to the development of internal knowledge base articles and customer-facing support resources.

### 5. Training & Product Knowledge

- Actively participate in ongoing training to stay current and up-to-date with continuous software and hardware changes within the Geotab ecosystem and GoGPS product offerings.
- Proactively seek out knowledge to ensure the highest level of subject matter expertise when supporting clients.
- Complete assigned or relevant courses (e.g., advanced MS Excel) to increase knowledge and proficiency in various professional areas.

## Work Schedule & Location Requirements

- Standard Hours: Normal Support hours are 8:30 AM to 5:00 PM, Monday through Friday, including a one (1) hour break for lunch/errands.




- Additional Scheduling: Occasionally, meetings, events, or training may fall outside normal Support hours; this time will be accounted for. Any meetings scheduled outside normal hours must be discussed prior to commitment.
- Office Attendance: Attendance at the GoGPS office is mandatory for five (5) days per week (100% In-Office).

## Compensation Package

- Starting Salary: $62,000.00 CAD (inclusive of vacation pay).
- Vacation Entitlement: 2 weeks of paid vacation per calendar year.
- Personal/Sick Leave: 6 unpaid sick or personal days per calendar year.

## Required Competencies

- Demonstrated proficiency in customer success methodologies and technical support procedures.
- Advanced knowledge of telematics technology, specifically the Geotab ecosystem would be an asset.
- Superior verbal and written communication skills with an ability to explain technical concepts to non-technical users.
- Proficiency in Microsoft Office Suite (including advanced manipulation of Excel spreadsheets and formulas), CRM platforms, and other business applications including the knowledge of API utilization and setup.
- Proven ability to manage multiple priorities independently in a time-sensitive environment.

Job Type: Full-time

Pay: $60,000.00 per year

Application question(s)

- Please describe your experience working with APIs. Specifically, tell us about your experience with making API calls, setting up new API integrations, and implementing them into existing systems or workflows.

Work Location: In person

📌 Customer Success and Support Representative (Cambridge)
🏢 GoGPS
📍 Cambridge