Technical Support Specialist - Hybrid
Technical Support Specialist - Hybrid
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Salary Not Disclosed
1 Vacancy
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 followingup 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 nonrecurrence 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 highquality 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.
Qualifications :
- 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 problemsolving 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 hightech transportation fleet management electronics and/or vehicle telemetry.
Additional Information :
Colleagues are at the center of ISAACs 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 worklife balance: a complete group insurance plan group RRSP flexible hours 4 weeks of vacation etc
- various social activities and free snacks every day
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
