ISAAC Instruments
Tech / AI / Software
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Technical Support Specialist at ISAAC Instruments. Skills: technical support, troubleshooting, client interaction. assist clients in troubleshooting and resolving technical issues. responding to, resolving, and following-up on cases”
What You'll Achieve.
ensuring non-recurrence and client satisfaction; provide an effortless client experience; address priorities and cases issues in a timely manner with clarity and professionalism in alignment with SLAs & KPIS; 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
Industry & Context.
Investigative mind and problem-solving skills
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.
What They're Looking For.
Must Have
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, 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, 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
Nice to Have
Knowledge of trucking, Experience in the fields of high-tech, transportation, fleet management, electronics and/or vehicle telemetry
What You'll Do.
assist clients in troubleshooting and resolving technical issues
and following-up on cases
address priorities and cases issues in a timely manner with clarity and professionalism in alignment with SLAs & KPIS
Manage customer requests through the incident tracking system
ensuring proper priority levels and resolution
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
How You'll Work.
Team & Collaboration
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
Communication Scope
communication skills; Highly proficient in French and English, spoken and written
Full Job 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](http://www.isaacinstruments.com). 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. 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 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 w
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