Technical Support Specialist - Hybrid (Part-time)

at  ISAAC Instruments

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
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 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.

QUALIFICATIONS

• College diploma in computer science, computerized systems, electronics, transport logistics or a related field (completed or in progress)
• 1 year experience in client service
• Strong communication skills
• Client oriented approach based on respect and attention to detail
• Investigative mind and problem-solving 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).
• Work on weekends and evenings.

• 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 high-quality 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 in the evening and on weekends (15 hrs/week).