Technical Support Specialist - Hybrid (Part-time)
ISAAC InstrumentsSAint-Bruno-de-Montarville, Québec, Canada27 days ago
Job descriptionCollege diploma in computer science, computerized systems, electronics, transport logistics or a related field (completed or in progress) 1 year experience in client service 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). Work on weekends and evenings. 1 year experience in technical support with external clients Knowledge of trucking Experience in the fields of high-tech, transportation, fleet management, electronics and / or vehicle telemetry. 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, etc. various social activities and free snacks and coffee every day.
Job Description
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 in the evening and on weekends (15 hrs / week).
Qualifications
Assets
Additional Information
Collaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely :