Technical Support Specialist - Hybrid

As a Technical Support Specialist, your focus is to assist clients in troubleshooting and resolving technical issues they may be experiencing.

Your role involves responding to, resolving, and following-up on cases to provide an effortless client experience. You address priorities and cases issues in a timely manner with clarity and professionalism in alignment with SLAs & KPIS, ensuring non-recurrence and client satisfaction. Additionally, you strive to demonstrate technical expertise, efficiency and commitment in your work.

Responsibilities

• Manage customer requests through the incident tracking system, ensuring proper priority levels and resolution
• Analyze, diagnose, and escalate technical issues as needed, documenting cases for reference and training
• Communicate issue resolutions clearly to customers, providing basic training on  ISAAC solution and system functionalities
• Respond to and resolve cases promptly, following up every 2 days until resolved, ensuring high-quality written and phone interactions
• Ensure customer satisfaction by following up on resolved issues and recommending preventive actions
• Manage cases according to SLAs and KPIs, using tools and resources effectively for optimal service
• Maintain detailed case documentation and share knowledge to support a collaborative environment
• Assist colleagues by sharing knowledge, thereby fostering a collaborative and supportive work environment
• Actively participate in team and company activities, summits and conferences, to stay engaged with industry trends and contribute to the collective knowledge and growth of the organization
• Be available to work a few hours in the evening and on weekends, when necessary, with other team members, to assist clients 7 days a week.

• College diploma in computer science, computerized systems, electronics, transport logistics or a related field
• 2 to 3 years experience in technical support with external clients
• Strong communication skills
• Client oriented approach based on respect and attention to detail
• Investigative mind and problem-solving skills
• Good organisational skills & resourcefulness
• Ability to efficiently manage priorities
• Ability to work on multiple issues simultaneously, in a dynamic environment with changing priorities
• Highly proficient in French and English, spoken and written (Reason: frequency of interaction with clients in another language daily)
• On a rotation basis, must be available to work a few hours on evenings or weekends, to assist clients 7 days a week
• Occasional work on the weekend.

Assets

• Knowledge of trucking
• Experience in the fields of high-tech, transportation, fleet management, electronics and/or vehicle telemetry.

Collaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:

• varied career opportunities
• a stimulating work environment focused on innovation
• enthusiastic and collaborative teams
• competitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation,free battery reloading for electrical vehicules, etc.
• various social activities and free snacks and coffee every day.