Technical Support Specialist troubleshooting live SaaS production systems for a B2B platform serving hospitality, travel, and workforce logistics. Diagnosing database, application, and infrastructure issues.
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Technical Support Specialist – Point-of-Sale (POS) System
Posted last month
About the role
- Spécialiste du support technique pour systèmes POS d’une entreprise technologique. Diagnostic des problèmes clients, coordination des escalades et amélioration de la base de connaissances.
Responsibilities
- Respond to incoming calls and emails to help customers resolve technical issues or answer their questions
- Identify, diagnose, and resolve common technical issues encountered by customers
- Thoroughly document complex issues and follow up with the team
- Describe software-related issues or required actions and follow up with the technical team using a technology tool
- Test products and hardware to accurately diagnose issues and follow up with the technical team
- Participate in team meetings related to technical support
- Collaborate with other team members to ensure the prompt and effective resolution of issues
- Gather information about recurring issues and customer suggestions to support continuous product improvement
- Contribute to improving the existing knowledge base and creating a new one for the upcoming version
- Import files into customer systems
- Participate in customer onboarding
- Coordinate requests requiring higher-level expertise
Requirements
- Customer service experience
- Strong proficiency in both spoken and written French and English is required
- Excellent verbal and written communication skills
- Ability to explain technical concepts clearly and understandably
- Comfortable with technology and able to quickly learn to use software applications
- Ability to analyze situations and resolve problems quickly
- Ability to work independently while demonstrating strong teamwork skills
- Excellent organizational and note-taking skills
- Proactive in carrying out tasks and interacting with customers
- Working knowledge of point-of-sale systems or similar software
- Proficiency with ticket management tools, such as Jira and HubSpot
- Comfortable using artificial intelligence (AI) tools
- Retail experience
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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