Technical Support Specialist - Hybrid

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 with industry trends and contribute to the collective knowledge and growth of the organization
• 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.
• 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 & 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 (Reason: frequency of interaction with clients in another language daily)
• On a rotation basis, must be available to work a few hours on evenings or weekends, to assist clients 7 days a week