Client Service Representative (part-time) / Hybrid

Job DescriptionPositivism is in your personality and customer satisfaction among your interests? The technical support team is looking to add a Client Service Representative to its growing team. In collaboration with the team members, the person is responsible for helping customers every day by actively listening to understand the customer's needs and guiding them towards a solution that meets their expectations.Responsibilities Assist clients to deliver a customer experience of the highest standards.Work with Salesforce to handle customer requests, manage request priority, and proactively track open ticketsManage customer Return Merchandise Requests (RMAs) in Genius and SalesForceUse our diagnostic tool (Central) to proactively optimize to analyze customer issues and then create the ticket to technical support to enable resolutionUse our Production Tools tool to verify and modify SIM plansPerform satellite activations, validate the activation by sending and receiving pings on the different tools (Cloudloop, ISAAC InRealTime, Filezila)Respond to first level technical requestsAnalyze, diagnose and document requests, in order to process or escalate them to the appropriate stakeholdersWork on special projectsAssist shipping & receiving team (20%)Document the issues resolved in order to build a shared knowledge base and contribute to the continuous improvement of the service (Athena).QualificationsAt least 1 years of experience in customer service with external clientsPerfectly bilingual (English/French) both orally and in writingEnjoy working in a collaborative environmentAvailable to meet with clients occasionallyExcellent customer approach based on respect and attention to detailExcellent communication skills and the ability to establish good customer relationsMotivated by the achievement of objectives and results in a client-focused mannerGood knowledge of Microsoft Office 365Carry out all other related tasks.Additional InformationCollaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:varied career opportunitiesa stimulating work environment focused on innovationenthusiastic and collaborative teamscompetitive 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.