Technical Support Director - 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.

Join our technical support team and make a difference! As the Technical Support Director, you lead your team to deliver exceptional client experiences and build lasting relationships. You optimize service efficiency, manage client issues with urgency, and ensure clear communication and quick resolutions. Additionally, you support your team's professional development and technical expertise.

Your commitment to excellence fosters a culture of caring leadership and collaboration. This motivates colleagues to provide exemplary service, exceed clients' expectations, and foster sustainable growth.

Responsibilities

• Lead and inspire a team by working in accordance with ISAAC's values and culture
• Align with strategic objectives, while considering both organizational and individual needs
• Define team vision, strategies, and objectives while fostering collaboration and communication
• Seek and integrate client feedback to improve service delivery and the overall client experience while encouraging client referrals
• Address client concerns efficiently to achieve business goals, while building trust through personalized care
• Improve queue management, workforce planning, and performance tracking against SLAs
• Monitor quality analysis processes and maintain documentation and knowledge management systems
• Establish KPIs to measure the efficiency and identify areas for improvement
• Recruit, train, and retain the best talents while fostering an inclusive environment by demonstrating care and EQ
• Provide ongoing training on products, services and clients relations to the team
• Set clear goals, provide regular feedback and conduct periodical appreciation reviews
• Promote continuous learning, collaboration, innovation, and knowledge sharing.

• Bachelor’s Degree or equivalent experience in a client facing role 
• 10 years+ in technical support, including 3 years in a similar role
• Experience w/Microsoft 365, Salesforce and solid understanding of ITIL practices
• Experience in SaaS and technology driven environments
• Background in service operations, workforce management, and KPI-driven performance
• Familiarity with case management systems and escalation workflows
• Outstanding communication, collaboration and leadership skills
• Ability to make well-informed decisions based on data analysis 
• Ability to balance strategic improvements with hands-on problem solving.
• Proficiency in both French and English(Reason: External multilingual clients.)

Conditions

• Flexibility to travel 10% of the time: Canada and the USA
• Valid passport 

Assets

• Knowledge and understanding of trucking

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.