Support Specialist (Bilingual in French)

TL;DR

Support Specialist (Bilingual in French): Providing technical assistance and guidance to merchants using the POS platform with an accent on troubleshooting hardware, software interdependencies, and back-office configurations. Focus on diagnosing root causes, maintaining system performance, and delivering high-quality customer service across chat, phone, and email channels.

Location: Must be based in Montreal, Quebec, Canada

Company

A global commerce platform provider that empowers retail and hospitality businesses by unifying online and physical operations through cloud-based solutions.

What you will do

• Provide technical support to merchants via chat, phone, and email.
• Diagnose root causes by analyzing logs and evaluating system behaviors.
• Guide customers through complex technical hurdles involving POS hardware and software.
• Document troubleshooting steps clearly to ensure continuity across teams.
• Escalate complex technical issues following established procedures.
• Identify recurring issues and contribute to documentation improvements.

Requirements

• Exceptional written and verbal communication skills in both French and English.
• Availability to work over the weekend is required.
• Minimum of one year experience in a customer support role.
• Familiarity with POS systems, hardware, networking, and software troubleshooting.
• Ability to interpret business workflows and technical configurations.
• Fluency in English as a working language is mandatory.

Nice to have

• Experience in retail or hospitality business environments.

Culture & Benefits

• Flexible work environment and remote work policies.
• Competitive benefits including health and wellness credits.
• Equity options and contributions to pension plans.
• Professional growth through training initiatives and clear career paths.
• Inclusive, employee-led networks and community-focused initiatives.
• Parental leave support and flexible paid time off.