Company DescriptionISAAC partners with North American fleets to provide a user-friendly solution that simplifies trucking. Focused 100% on the trucking industry, we help carriers overcome challenges, while boosting driver happiness. With proven system reliability and system integration capabilities driven by our open platform, our solution helps your drivers and back-office team work smoothly. For more information, visit www.isaacinstruments.com.Job DescriptionAs 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.ResponsibilitiesManage customer requests through the incident tracking system, ensuring proper priority levels and resolutionAnalyze, diagnose, and escalate technical issues as needed, documenting cases for reference and trainingCommunicate issue resolutions clearly to customers, providing basic training on ISAAC solution and system functionalitiesRespond to and resolve cases promptly, following up every 2 days until resolved, ensuring high-quality written and phone interactionsEnsure customer satisfaction by following up on resolved issues and recommending preventive actionsManage cases according to SLAs and KPIs, using tools and resources effectively for optimal serviceMaintain detailed case documentation and share knowledge to support a collaborative environmentAssist colleagues by sharing knowledge, thereby fostering a collaborative and supportive work environmentActively 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 organizationBe 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.QualificationsCollege diploma in computer science, computerized systems, electronics, transport logistics or a related field2 to 3 years experience in technical support with external clientsStrong communication skillsClient oriented approach based on respect and attention to detailInvestigative mind and problem-solving skillsGood organisational skills & resourcefulnessAbility to efficiently manage prioritiesAbility to work on multiple issues simultaneously, in a dynamic environment with changing prioritiesHighly 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 weekOccasional work on the weekend.AssetsKnowledge of truckingExperience in the fields of high-tech, transportation, fleet management, electronics and/or vehicle telemetry.Additional InformationColleagues are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:varied career opportunitiesa stimulating work environment focused on innovationenthusiastic and collaborative teamscompetitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, flexible hours, 4 weeks of vacation, etcvarious social activities and free snacks every day
