Technical Support Specialist

  • 1300 Clairevue Boulevard West, Saint-Bruno-de-Montarville, QC, QC, Canada
  • Full-time
  • Sub department: Technical support

Company Description

ISAAC Instruments designs and manufactures technological solutions that enable truck fleets to improve performance, productivity, compliance, and safety.

Incorporated in 1999, ISAAC maintains a leading position as a supplier in the fleet management solution market in Quebec and is currently the only supplier of vehicle telemetry in North America. The company is actively developing the Internet of TrucksTM, by connecting more objects aboard the truck, and using big data so transporters can gain business intelligence and meet business objectives.

ISAAC Instruments benefits from sustained growth and has received several awards and nominations throughout the years, all of which are a testimony to its innovative character and its contribution to reducing fuel consumption of vehicles.

Job Description

You are super passionate about giving the best customer service possible? We are looking for a Technical Support Specialist to join our technical support team. You are responsible for first-level customer service. In collaboration with the customer service and engineering teams, you assist ISAAC clients with their requests, and diagnoses and solves both hardware and software related problems (telemetry system, mobile tablet, client’s web platform/server, etc.).

Your responsibilities

  • Providing remote technical support to clients, while fostering a client experience of the highest standard

  • Documenting and handling client requests using ISAAC’s ticket-tracking system, while prioritizing and following up proactively on open tickets

  • Analyzing, diagnosing and solving technical issues, and escalating tickets when required to the domain experts

  • Following up on ticket statuses and keeping the clients informed

  • Providing basic training to clients on system features

  • Contributing to technical documentation for clients

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 problem solving skills

  • Good organisational skills

  • Ability to efficiently manage priorities

  • Resourcefulness

  • Ability to work on multiple issues simultaneously, in a dynamic environment with changing priorities

  • Team player who enjoys working in a collaborative environment

  • Highly proficient in French and English, spoken and written

  • On a rotation basis, must be available to work a few hours on evenings or weekends, to assist clients 7 days a week

Your assets

  • Experience in the fields of high-tech, transportation, fleet management, electronics and/or vehicle telemetry

Additional Information

Employees 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