📍 Job Overview

Job Title: Technical Support Specialist - Hybrid (Part-time)
Company: ISAAC Instruments
Location: Saint-Bruno-de-Montarville, Quebec, Canada
Job Type: Part-time, Hybrid
Category: Customer Support, Technical Support
Date Posted: 2025-06-20
Experience Level: Entry-level to Intermediate (0-2 years)
Remote Status: On-site (with hybrid flexibility)

🚀 Role Summary

Key Responsibilities: Provide technical assistance to clients, troubleshoot and resolve issues, maintain case documentation, and ensure high-quality client interactions.
Key Skills: Technical support, client service, communication, problem-solving, organizational skills, resourcefulness, bilingualism (French and English), attention to detail.

📝 Enhancement Note: This role requires a strong customer focus and excellent communication skills to provide exceptional support to clients experiencing technical difficulties with ISAAC's trucking solutions.

💻 Primary Responsibilities

Manage Customer Requests: Handle customer requests through the incident tracking system, ensuring proper priority levels and resolution.
Troubleshoot and Resolve Issues: Analyze, diagnose, and escalate technical issues as needed, documenting cases for reference and training.
Communicate Issue Resolutions: Explain issue resolutions clearly to customers, providing basic training on ISAAC solution and system functionalities.
Ensure High-Quality Interactions: Respond to and resolve cases promptly, following up every 2 days until resolved, ensuring high-quality written and phone interactions.
Maintain Case Documentation: Keep detailed case documentation and share knowledge to support a collaborative environment.
Support Colleagues: Assist colleagues by sharing knowledge, fostering a collaborative and supportive work environment.
Participate in Team Activities: 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.
Availability: Be available to work in the evening and on weekends (minimum 15 hours/week).

📝 Enhancement Note: This role requires the ability to work efficiently under pressure, manage multiple issues simultaneously, and adapt to changing priorities in a dynamic environment.

🎓 Skills & Qualifications

Education: College diploma in computer science, computerized systems, electronics, transport logistics, or a related field (completed or in progress).

Experience: 1 year of experience in client service.

Required Skills:

Strong communication skills in French and English (spoken and written).
Client-oriented approach based on respect and attention to detail.
Investigative mind and problem-solving skills.
Good organizational skills and resourcefulness.
Ability to efficiently manage priorities.
Ability to work on multiple issues simultaneously in a dynamic environment with changing priorities.

Preferred Skills:

1 year of experience in technical support with external clients.
Knowledge of trucking.
Experience in the fields of high-tech, transportation, fleet management, electronics, and/or vehicle telemetry.

📝 Enhancement Note: While not required, experience in technical support or the trucking industry would be an asset for this role, as it would provide a solid foundation for understanding client needs and technical challenges.

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this Role)

💵 Compensation & Benefits

Salary Range: Not specified. For entry-level to intermediate technical support roles in Quebec, the average salary range is CAD 35,000 - CAD 50,000 per year (part-time equivalent: CAD 17.50 - CAD 25.00 per hour).

Benefits:

Varied career opportunities.
Stimulating work environment focused on innovation.
Enthusiastic and collaborative teams.
Competitive salaries and benefits promoting work-life balance:
- Complete group insurance plan.
- Group RRSP.
- Employee Assistance Program (EAP).
- Flexible hours.
- 4 weeks of vacation.
Various social activities and free snacks and coffee every day.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Quebec. Actual compensation may vary depending on the candidate's experience and the company's compensation structure.

🎯 Team & Company Context

Company Culture:

Industry: Trucking technology solutions.
Company Size: Medium (100-250 employees).
Founded: Not specified.

Team Structure:

The technical support team works closely with clients to resolve technical issues and ensure high-quality client interactions.
The team is responsible for managing customer requests, troubleshooting and resolving issues, and maintaining case documentation.

Development Methodology:

The team follows a structured approach to case management, ensuring proper priority levels and resolution.
They use tools and resources effectively to maintain optimal service and meet SLAs and KPIs.

Company Website: www.isaacinstruments.com

📝 Enhancement Note: ISAAC Instruments focuses on providing a user-friendly solution that simplifies trucking, helping carriers overcome challenges and boosting driver happiness. Their open platform and system integration capabilities drive system reliability and smooth operations for drivers and back-office teams.

📈 Career & Growth Analysis

Technical Support Career Level: Entry-level to Intermediate. This role provides an opportunity to develop technical support skills, gain experience in client service, and build a strong foundation for a career in technical support or a related field.

Reporting Structure: The technical support team reports to the manager of technical support, who is responsible for overseeing case management, ensuring high-quality client interactions, and maintaining team performance.

Technical Impact: The technical support team has a direct impact on client satisfaction and the overall success of ISAAC's trucking solutions. By providing exceptional support and resolving technical issues promptly, they contribute to the smooth operation of fleets and boost driver happiness.

Growth Opportunities:

Career Progression: With experience and strong performance, technical support specialists can advance to senior roles within the team or explore opportunities in other departments, such as sales, marketing, or product development.
Technical Skill Development: The role offers opportunities to develop technical skills in troubleshooting, case management, and client communication, as well as gain experience with ISAAC's trucking solutions and related technologies.
Leadership Potential: As team members gain experience and demonstrate strong performance, they may have the opportunity to take on leadership roles within the team, mentoring new team members and contributing to the team's growth and development.

📝 Enhancement Note: Career growth opportunities at ISAAC Instruments may include advancement within the technical support team, as well as exploration of roles in other departments, such as sales, marketing, or product development. Technical skill development and leadership potential are key factors in career progression within the organization.

🌐 Work Environment

Office Type: Hybrid (part-time on-site, with flexibility for remote work).

Office Location(s): 1300 Clairevue Blvd W, Saint-Bruno-de-Montarville, QC, Canada.

Workspace Context:

The technical support team works in a collaborative environment, fostering knowledge sharing and supporting each other to ensure high-quality client interactions.
The team uses various tools and resources to manage cases, troubleshoot issues, and maintain optimal service.
The work environment is dynamic, with changing priorities and multiple issues to manage simultaneously.

Work Schedule: The role requires a minimum of 15 hours per week, with availability to work in the evening and on weekends.

📝 Enhancement Note: The hybrid work environment at ISAAC Instruments offers flexibility for part-time on-site work, allowing technical support specialists to balance their professional and personal lives effectively.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, availability, and fit for the role.
Technical Assessment: A hands-on assessment of troubleshooting skills, case management, and client communication.
Behavioral Interview: An in-depth discussion of problem-solving skills, teamwork, and adaptability to changing priorities.
Final Interview: A meeting with the manager of technical support to discuss fit, expectations, and next steps.

Portfolio Review Tips: (N/A - Not Applicable for this Role)

Technical Challenge Preparation:

Brush up on troubleshooting skills and case management techniques.
Familiarize yourself with ISAAC's trucking solutions and related technologies.
Practice active listening and clear communication skills to ensure high-quality client interactions.

ATS Keywords: (N/A - Not Applicable for this Role)

📝 Enhancement Note: The interview process for the technical support specialist role at ISAAC Instruments focuses on assessing communication skills, troubleshooting abilities, and adaptability to a dynamic work environment. Candidates should be prepared to demonstrate their problem-solving skills, teamwork, and commitment to high-quality client interactions.

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this Role)

👥 Team Culture & Values

Technical Support Values:

Client Focus: Prioritize client needs and ensure high-quality interactions to resolve technical issues promptly and effectively.
Collaboration: Work together to share knowledge, support each other, and maintain a collaborative environment.
Adaptability: Manage multiple issues simultaneously, adapt to changing priorities, and maintain efficiency under pressure.
Continuous Learning: Stay up-to-date with industry trends, ISAAC's trucking solutions, and related technologies to provide exceptional support to clients.

Collaboration Style:

The technical support team works together to share knowledge, support each other, and maintain a collaborative environment.
They use various tools and resources to manage cases, troubleshoot issues, and maintain optimal service.
The team is dynamic, with changing priorities and multiple issues to manage simultaneously, fostering adaptability and continuous learning.

📝 Enhancement Note: The technical support team at ISAAC Instruments values client focus, collaboration, adaptability, and continuous learning. By working together to share knowledge and support each other, the team ensures high-quality client interactions and maintains a collaborative environment that drives success for both clients and the organization.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Case Management: Manage multiple cases simultaneously, prioritize issues, and ensure timely resolution while maintaining high-quality client interactions.
Troubleshooting: Diagnose and resolve technical issues, escalating as needed, and maintain detailed case documentation.
Client Communication: Communicate issue resolutions clearly and effectively, providing basic training on ISAAC's trucking solutions and system functionalities.
Adaptability: Work efficiently under pressure, manage changing priorities, and maintain a high level of performance in a dynamic work environment.

Learning & Development Opportunities:

Technical Skill Development: Gain experience in troubleshooting, case management, and client communication, as well as familiarity with ISAAC's trucking solutions and related technologies.
Leadership Development: Develop leadership skills by mentoring new team members, contributing to team growth and development, and taking on additional responsibilities within the team.
Industry Knowledge: Stay up-to-date with industry trends, best practices, and emerging technologies in the trucking and fleet management sectors.

📝 Enhancement Note: The technical support specialist role at ISAAC Instruments offers opportunities to develop technical skills, gain experience in case management and client communication, and build leadership skills through mentoring and team collaboration. By staying up-to-date with industry trends and best practices, technical support specialists can drive success for both clients and the organization.

💡 Interview Preparation

Technical Questions:

Troubleshooting: Describe a complex technical issue you've resolved and the steps you took to diagnose and fix the problem.
Case Management: Explain how you would prioritize and manage multiple cases simultaneously, ensuring timely resolution and high-quality client interactions.
Client Communication: Describe a challenging client interaction and how you handled it to achieve a positive outcome.

Company & Culture Questions:

ISAAC Instruments: What attracts you to working at ISAAC Instruments, and how do you see yourself contributing to the company's success?
Team Dynamics: Describe your experience working in a dynamic team environment with changing priorities and multiple issues to manage simultaneously.
Industry Trends: Discuss a recent trend or development in the trucking or fleet management industry and how you think ISAAC Instruments can leverage it to drive success.

Portfolio Presentation Strategy: (N/A - Not Applicable for this Role)

📝 Enhancement Note: When preparing for the technical support specialist interview at ISAAC Instruments, candidates should focus on demonstrating their troubleshooting skills, case management abilities, and client communication effectiveness. By researching the company, understanding its mission and values, and preparing thoughtful responses to industry-related questions, candidates can showcase their fit for the role and commitment to driving success for both clients and the organization.

📌 Application Steps

To apply for the Technical Support Specialist - Hybrid (Part-time) position at ISAAC Instruments:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for the role.
Prepare for the phone screen, technical assessment, behavioral interview, and final interview by reviewing the interview process and technical challenge preparation tips outlined above.
Research ISAAC Instruments, its mission, values, and industry trends to demonstrate your understanding of the company and commitment to its success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist - Hybrid (Part-time)