Technical Support Specialist: Providing Expert Solutions

6 days ago

SaintBrunodeMontarville, Quebec, Canada ISAAC Instruments Full time
  • Job Summary

    You are passionate about delivering exceptional customer service? ISAAC Instruments seeks a highly skilled Technical Support Specialist to join our technical support team. Your primary responsibility will be to provide first-level customer service, collaborating with our customer service and engineering teams to assist ISAAC clients with their technical requests. You will diagnose and resolve both hardware and software-related problems, ensuring a high standard of client satisfaction.
  • Key Responsibilities
    • Offer remote technical support to clients, promoting a premium client experience
    • Document and handle client requests using ISAAC's ticket-tracking system, prioritizing and following up on open tickets
    • Analyze, diagnose, and resolve technical issues, escalating tickets when necessary to domain experts
    • Provide regular updates on ticket statuses and keep clients informed
    • Deliver basic training to clients on system features
    • Contribute to the creation of 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 and Requirements
    • A college diploma in computer science, computerized systems, electronics, transportation logistics, or a related field
    • 2 to 3 years of experience in technical support with external clients
    • Excellent communication and interpersonal skills
    • A client-focused approach based on respect and attention to detail
    • An investigative mind and strong problem-solving skills
    • Good organizational and time management skills
    • The ability to work efficiently in a dynamic environment with changing priorities
    • Fluency in French and English, both spoken and written (daily interactions in both languages)

Why Work at ISAAC Instruments?

  • A stimulating work environment focused on innovation
  • Varied career opportunities
  • Enthusiastic and collaborative teams
  • Competitive salaries and benefits promoting work-life balance, including a complete group insurance plan, group RRSP, flexible hours, and 4 weeks of vacation
  • Regular social activities and free snacks every day

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