Propel your career by joining in our growth! At ISAAC, you will work with talented collaborators, where teamwork and learning are a priority. We align your goals with those of the company, and provide mentoring, training and opportunities to match your ambitions. 

ISAAC is a technology company dedicated to the trucking industry. We design and manufacture solutions that help fleets improve performance, compliance and safety. We are actively developing ISAAC’s Internet of TrucksTM  by always connecting more objects aboard the vehicle, and provide business intelligence to transporters thanks to big data.

Since it was founded in 1999, ISAAC remains a leader in the fleet management solution market across Canada.

Are you committed to provide a great client service? As a Technical Support Dispatcher you will contribute to improving the performance of ISAAC’s Technical Support team.

Responsibilities

• Responsibilities related to the Service Level Agreement (SLA)
• Evaluate tickets based on priorities
• Assign tickets according to colleagues' expertise.
• Ensure compliance with the SLA
• Act to optimize control room operations
• Monitor the IP4B dashboard (call waiting management, client callbacks)
• Communicate the main points of the team's daily coordination meeting to absent team members
• Contribute to client service on an ad hoc basis in case of overload (return merchandise authorizations (RMA), related diagnostics)
• Close resolved RMA tickets in Salesforce and Genius
• Organize and follow up on training of new team members
• Draft summaries of feature changes in the current ISAAC solution and for upcoming releases
• Use our diagnostic tool (Central) to proactively optimize the work of Technical Support colleagues
• Analyze client problems
• Create tickets to enable resolution
• Submit requests for improvements to Central to the R&D team
• Collaborate with our Process Optimization colleagues in documenting processes that reflect proposed optimizations
• Use of our CRM tool (Salesforce) to optimize the work of Technical Support colleagues
• Analyze requests to develop excellence in ticket processing (first response, resolution process quality, follow-ups, follow-through until the request is closed)
• Contribute to skills development training for Technical Support colleagues
• See to the daily organization based on priorities
• All other related tasks

• Good interpersonal skills
• Excellent command of French and English
• Sense of diplomacy and excellent client approach
• Sense of priorities and ability to work under pressure
• Good leadership and team spirit
• Strong organizational and planning skills

Colleagues 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, flexible hours, 4 weeks of vacation, etc
• various social activities and free snacks every day