Support Specialist (French)

TL;DR

Support Specialist (POS/Commerce): Providing technical assistance and guidance to merchants using a Point of Sale platform with an accent on root cause diagnosis, software troubleshooting, and bilingual communication. Focus on resolving complex hardware and software interdependencies and optimizing merchant workflows.

Location: Remote policies available; company headquartered in Montreal, Canada

Company

A cloud commerce platform that helps retail, hospitality, and golf businesses simplify and scale their operations globally.

What you will do

• Provide technical support via chat, phone, and email to assist merchants with product usage and troubleshooting.
• Diagnose root causes of issues by analyzing system behaviors and logs to resolve complex software and hardware interdependencies.
• Guide customers through sophisticated technical hurdles involving POS systems, back-office functionality, and third-party integrations.
• Document troubleshooting steps and observations clearly to ensure accurate case tracking and continuity.
• Escalate complex technical issues following defined procedures for deeper system investigations.
• Collaborate with internal teams to identify recurring issues and improve support documentation.

Requirements

• Exceptional written and verbal communication skills in both French and English.
• Availability to work over the weekend is required.
• Minimum of one year of customer service experience in a support role.
• Experience troubleshooting software applications, POS systems, or business software environments.
• Familiarity with computer hardware and networking basics.

Nice to have

• Experience working in retail or hospitality environments.

Culture & Benefits

• Flexible work environment with remote work policies and paid time off.
• Equity options and contributions to a pension plan.
• Health and wellness credits and professional training opportunities.
• Computer purchase program for a personal Macbook.
• Enhanced parental leave and opportunities to volunteer.