17 Oct
ISAAC Instruments
Canada
Job Description
You are super passionate about giving the best customer service possible? We are looking for a Technical Support Specialist to join our technical support team. You are responsible for first-level customer service. In collaboration with the customer service and engineering teams, you assist 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
- Analyzing, 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
- On a rotation basis, must be available to work a few hours on evenings or weekends, to assist clients 7 days a week.
▶️ Technical Support Specialist - Hybrid
🖊️ ISAAC Instruments
📍 Canada