Technical Support Specialist

1 week ago

SaintBrunodeMontarville, Quebec, Canada ISAAC Instruments Full time

Job Title: Technical Support Specialist

About the Role:

We are seeking a highly skilled Technical Support Specialist to join our team at ISAAC Instruments. As a Technical Support Specialist, you will be responsible for providing exceptional customer service to our clients, resolving technical issues, and collaborating with our engineering team to diagnose and solve complex problems.

Key Responsibilities:

  • Provide remote technical support to clients, ensuring a high level of customer satisfaction
  • Document and handle client requests using ISAAC's ticket-tracking system, prioritizing and following up on open tickets
  • Analyze, diagnose, and solve technical issues, escalating tickets when necessary to domain experts
  • Follow up on ticket statuses and keep clients informed
  • Provide basic training to clients on system features
  • Contribute to technical documentation for clients
  • Be available to work a few hours on evenings or weekends, on a rotation basis, to assist clients 7 days a week

Qualifications:

  • College diploma in computer science, computerized systems, electronics, transport logistics, or a related field
  • 2-3 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 organizational 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
  • Availability to work a few hours on evenings or weekends, on a rotation basis

Why Join ISAAC Instruments?

  • Varied career opportunities
  • Stimulating work environment focused on innovation
  • Enthusiastic and collaborative teams
  • Competitive salaries and benefits promoting work-life balance
  • Various social activities and free snacks every day

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