Company Description
ISAAC 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 Description
Join our technical support team and make a difference! As the Technical Support Director, you lead your team to deliver exceptional client experiences and build lasting relationships. You optimize service efficiency, manage client issues with urgency, and ensure clear communication and quick resolutions. Additionally, you support your team's professional development and technical expertise.
Your commitment to excellence fosters a culture of caring leadership and collaboration. This motivates colleagues to provide exemplary service, exceed clients' expectations, and foster sustainable growth.
Responsibilities
Lead and inspire a team by working in accordance with ISAAC's values and culture
Align with strategic objectives, while considering both organizational and individual needs
Define team vision, strategies, and objectives while fostering collaboration and communication
Seek and integrate client feedback to improve service delivery and the overall client experience while encouraging client referrals
Address client concerns efficiently to achieve business goals, while building trust through personalized care
Improve queue management, workforce planning, and performance tracking against SLAs
Monitor quality analysis processes and maintain documentation and knowledge management systems
Establish KPIs to measure the efficiency and identify areas for improvement
Recruit, train, and retain the best talents while fostering an inclusive environment by demonstrating care and EQ
Provide ongoing training on products, services and clients relations to the team
Set clear goals, provide regular feedback and conduct periodical appreciation reviews
Promote continuous learning, collaboration, innovation, and knowledge sharing.
Qualifications
Bachelor’s Degree or equivalent experience in a client facing role
10 years+ in technical support, including 3 years in a similar role
Experience w/Microsoft 365, Salesforce and solid understanding of ITIL practices
Experience in SaaS and technology driven environments
Background in service operations, workforce management, and KPI-driven performance
Familiarity with case management systems and escalation workflows
Outstanding communication, collaboration and leadership skills
Ability to make well-informed decisions based on data analysis
Ability to balance strategic improvements with hands-on problem solving.
Proficiency in both French and English(Reason: External multilingual clients.)
Conditions
Flexibility to travel 10% of the time: Canada and the USA
Valid passport
Assets
Knowledge and understanding of trucking
Additional Information
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, etc.
various social activities and free snacks and coffee every day.
