Bilingual Senior Specialist, Store Technical Support – French/English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main point of contact for technical support related to stores, aiding both external customers and internal teams.

• Collaborate with IT Engineering and cross-functional groups to troubleshoot, diagnose, and resolve issues affecting customer store launches.

• Create and uphold SQL queries and automation scripts to enhance processes, boost team productivity, and ensure adherence to SLAs.

• Oversee and monitor support requests utilizing service desk management tools, guaranteeing timely resolutions and accurate record-keeping.

• Employ Field Service Management tools to organize field dispatches and maintenance tasks, minimizing the impact on customers.

• Work alongside vendors and hardware partners to coordinate and streamline maintenance dispatches and technical visits to stores.

• Analyze data to identify trends and recurring issues, developing proactive solutions and process enhancements.

• Draft and maintain reports and procedural documentation.

• Lead root cause analysis and ensure effective escalation and follow-up on issues.

• Maintain effective communication with customers, offering clear, accessible explanations of technical challenges in non-technical language.

• Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.

⛳️ Requirements

• You possess professional proficiency in both English and French, both written and spoken.

• You have over 3 years of experience in Helpdesk, Technical Support, or Customer Support roles.

• You have a proven track record of explaining technical concepts clearly and effectively to non-technical audiences.

• You are proficient in SQL, capable of analyzing data and developing scripts that automate processes to enhance team productivity.

• You possess strong problem-solving, analytical, and organizational skills with a keen attention to detail.

• You have experience using service desk management software to monitor KPIs and track customer issues.

• You have practical experience with Field Service Management tools to coordinate dispatches and maintenance operations.

• You are familiar with ITIL frameworks, concentrating on IT Service Management (ITSM) best practices.

• You have demonstrated the ability to evaluate, escalate, and drive issues to timely resolution.

• You have prior experience supporting retail customers or store environments.

• You can manage multiple priorities in a fast-paced setting while maintaining composure under pressure.

• You possess excellent written and verbal communication skills.

• You can work both independently and collaboratively across teams.

• You have intermediate knowledge of:

• Linux, Networking

• Terminal, CMD

• SSH and Telnet

• You have a strong customer-centric mindset and the ability to build positive relationships with partners and hardware teams.

• You are flexible to work additional hours as required to resolve issues.

• You are willing to participate in an on-call rotation schedule.

🏝️ Benefits

• Equity

• Comprehensive medical and dental coverage

• Life and disability benefits

• 401k plan

• Flexible time off

• Paid parental leave