ISAAC Instruments

Technical Support Specialist - Hybrid

📍 St-Bruno-de-Montarville, Quebec, Canada ⏰ Full-time

Description

Job Description
As a Technical Support Specialist, your focus is to assist clients in troubleshooting and resolving technical issues they may be experiencing.
Your role involves responding to, resolving, and following-up on cases to provide an effortless client experience. You address priorities and cases issues in a timely manner with clarity and professionalism in alignment with SLAs & KPIS, ensuring non-recurrence and client satisfaction. Additionally, you strive to demonstrate technical expertise, efficiency and commitment in your work.
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 cas...
            

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