Technical Support Specialist - Integration - Hybrid

ISAAC partners with North American fleets to provide a user-friendly solution that simplifies trucking. Focused 100% on the trucking industry, we help carriers overcome challenges, while boosting driver happiness. With proven system reliability and system integration capabilities driven by our open platform, our solution helps your drivers and back-office team work smoothly.

For more information, visit www.isaacinstruments.com.

As a Technical Support Specialist -  Integration, you are responsible for first and second level service. In collaboration with the Technical Support and Technology teams, you assist ISAAC clients with integration-related requests. You diagnose and resolve issues using various tools and systems such as ISAAC APIs, Tranzactor middleware, mobile tablet workflows, client TMS platforms and servers.

Responsabilities

• Analyze, diagnose and resolve technical issues, escalating when needed.
• Manage customer requests via various channels, including the incident tracking system, by ensuring proper prioritization
• Collaborate with API Specialists and Technical Support Specialist for knowledge-sharing and cases related to Integration
• Document cases and interactions for training and follow-up purposes.
• Communicate solutions clearly to clients, ensuring satisfaction and understanding.
• Prioritize and manage tickets according to severity and resolution timelines.
• Provide proactive, professional support through written and phone interactions.
• Follow up with clients to confirm resolution and recommend actions for long-term fixes.
• Align tasks with SLAs and KPIs for optimal customer service delivery.
• Stay updated on the latest tools, releases, and procedures to enhance support quality.
• Work closely with the Integration team to understand TMS systems and different supporting integrations
• Assist API Specialists with tasks like upgrades or client issues related to integration changes.
• Maintain high-quality work standards, whether remote or in-office.
• Occasionally provide after-hours support for critical client issues.

• 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 organizational 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.
• Occasional work on the weekend.
• College diploma in computer science, computerized systems, electronics, transport logistics or a related field

Assets

• Minimum 2 years’ experience in third-party systems integration support 
• Knowledge of basic integration design and configuration principles of web services, XML, JSON, SQL, functions 
• Facility with databases and SQL
• Experience with these primary TMSs: Trimble’s Truckmate and TMW.Suite, Innovative and McLeod 
• Transportation experience with TMS and driver/truck telematics solutions  
• Experience in the fields of high-tech, transportation, fleet management, electronics and/or vehicle telemetry 

Collaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:

• varied career opportunities
• a stimulating work environment focused on innovation
• enthusiastic and collaborative teams
• competitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation, etc.
• various social activities and free snacks and coffee every day.