Technical Support Specialist
ISAAC Instruments
Chambly, Canada
18d ago

Description

The Technical Support Specialist reports to the customer service team leader and is responsible for first-level customer service.

In collaboration with the customer service and engineering teams, he assists 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.).

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

Analysing, 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

Requirements

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

Assets

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

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