Technical Support Specialist - Integration - Hybrid

As a Technical Support Specialist - Integration at ISAAC, your primary responsibilities will include diagnosing and resolving technical issues related to integration. You'll manage customer requests, collaborate with API Specialists, document cases for training, communicate solutions to clients, and provide professional support through various interaction channels. Your role will ensure that clients receive timely and effective assistance to enhance their operations.

To apply for the Technical Support Specialist - Integration at ISAAC, you should have a college diploma in computer science, computerized systems, electronics, transport logistics, or a related field. Additionally, having 2 to 3 years of experience in technical support, strong communication skills, and bilingual proficiency in French and English is crucial. Knowledge of integration design and TMS systems will also be an asset.

The Technical Support Specialist - Integration plays a vital role within ISAAC’s team structure, working closely with the Technical Support and Technology teams. You will collaborate directly with API Specialists to address integration challenges and improve service delivery. This role is key to ensuring that our clients experience seamless integration with our technology solutions.

At ISAAC, a Technical Support Specialist - Integration can explore various career opportunities as the company values the growth and development of its collaborators. You may advance into specialized technical roles or management positions, or even transition into different areas of the company, such as product management, project management, or sales support in the technology sector.

In your role as a Technical Support Specialist - Integration at ISAAC, you will use various tools and systems, including ISAAC APIs, Tranzactor middleware, mobile tablet workflows, and client TMS platforms. Familiarity with databases and languages such as SQL, XML, and JSON will also be beneficial as you diagnose and resolve client integration issues.

When addressing this question, emphasize your systematic approach to troubleshooting. Discuss specific instances where you successfully diagnosed and resolved technical issues, detailing the tools and methods you employed. Show how your problem-solving skills contribute to effective client support.

For this question, you should explain your method of assessing the urgency and impact of each request. Discuss how you keep track of your tasks, such as using ticket management systems, and how prioritizing based on severity and SLAs can help ensure that critical issues are addressed promptly.

Highlight your ability to simplify technical jargon into language that clients can understand. Provide examples where you successfully communicated solutions to client issues, and emphasize the importance of clarity and patience in your communication style.

Discuss the importance of transparency and communication in these situations. Explain how you would update the client about the progress towards a resolution, reassess the issue with your team, and provide interim solutions or workarounds if possible.

Share your hands-on experience with integration systems relevant to the position, such as TMS platforms or middleware. Highlight your familiarity with RESTful APIs, data formats like JSON/XML, and any successful projects where you contributed to system integration.

Provide a specific anecdote that showcases your dedication to client satisfaction. Emphasize empathy, proactive communication, and your follow-up actions that resulted in a positive outcome for the client.

Mention your commitment to continuous learning and growth. Discuss how you keep up with industry trends through activities like webinars, online courses, professional networks, or technical documentation to enhance your support quality.

Identify what aspects of technical support energize you, such as problem-solving, client interactions, or learning new technologies. Relate your motivations to how they align with ISAAC’s mission to provide exceptional service and support.

Discuss stress management strategies that you employ, such as time management, taking breaks, or focusing on one task at a time. Show how you maintain a calm attitude and prioritize effectively during peak support times.

Express your admiration for ISAAC’s commitment to the trucking industry and technological innovation. Highlight your relevant skills and how you believe your background aligns with the company's mission to improve client satisfaction through proactive support.