Technical Support Specialist

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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2018-03-28T08:34:18+00:00