Client Service Representative

5 months ago

SaintBrunodeMontarville, Canada ISAAC Instruments Full time

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.

**Job Description**:
Positivism is in your personality and customer satisfaction among your interests? The technical support team is looking to add a Client Service Representative to its growing team. In collaboration with the team members, the person is responsible for helping customers every day by actively listening to understand the customer's needs and guiding them towards a solution that meets their expectations.

**Responsibilities**
- Assist clients to deliver a customer experience of the highest standards.
- Work with Salesforce to handle customer requests, manage request priority, and proactively track open tickets
- Manage customer Return Merchandise Requests (RMAs) in Genius and SalesForce
- Use our diagnostic tool (Central) to proactively optimize to analyze customer issues and then create the ticket to technical support to enable resolution
- Use our Production Tools tool to verify and modify SIM plans
- Perform satellite activations, validate the activation by sending and receiving pings on the different tools (Cloudloop, ISAAC InRealTime, Filezila)
- Respond to first level technical requests
- Analyze, diagnose and document requests, in order to process or escalate them to the appropriate stakeholders
- Document the issues resolved in order to build a shared knowledge base and contribute to the continuous improvement of the service (Athena).

**Qualifications**:

- At least 3 years of experience in customer service with external clients
- Perfectly bilingual (English/French) both orally and in writing
- Enjoy working in a collaborative environment
- Excellent customer approach based on respect and attention to detail
- Excellent communication skills and the ability to establish good customer relations
- Motivated by the achievement of objectives and results in a client-focused manner
- Good knowledge of Microsoft Office 365
- Carry out all other related tasks.

Additional Information

Collaborators 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, an EAP, flexible hours, 4 weeks of vacation, etc.
- various social activities and free snacks and coffee every day.

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