Support Specialist (French)

TL;DR

Support Specialist (POS): Providing technical assistance and guidance to merchants using the Point of Sale platform with an accent on identifying issues, determining root causes, and guiding customers toward effective resolutions. Focus on troubleshooting complex hardware and software interdependencies, interpreting customer workflows, and escalating complex technical issues.

Company

Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.

What you will do

• Provide technical support through chat, phone, and email, assisting merchants with product usage and troubleshooting.
• Diagnose root causes of issues by evaluating system behaviors, analyzing logs, and applying structured logic.
• Interpret customer workflows and business scenarios to understand how product configurations and operational processes may impact system performance.
• Use technical knowledge of POS systems, back-office functionality, and third-party integrations to guide customers through technical hurdles.
• Document troubleshooting steps, observations, and outcomes clearly to ensure accurate case tracking and continuity across teams.
• Contribute to improving the support experience by identifying recurring issues, gaps in documentation, or opportunities for process improvements.

Requirements

• Exceptional French and English written and verbal communication skills
• Availability to work over the weekend is required.
• Customer service experience in a support role for a minimum of one year.
• Experience troubleshooting software applications, POS systems, or business software environments.
• Familiarity with computer hardware, networking basics, and software troubleshooting practices.
• Fluency in English as a working language is required for this position.

Nice to have

• Experience in retail or hospitality environments is considered an asset.

Culture & Benefits

• Enjoy a flexible work environment.
• Make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard.
• Flexible paid time off and remote work policies.
• Equity options and contributions to your pension plan.
• Training opportunities to grow your skills and career.
• Health and wellness credit.