Tasks and Responsibilities:

● Respond to incoming calls and emails to assist customers with technical issues or answer their questions.
● Identify, diagnose, and resolve common technical issues encountered by 
customers. This involves interactions via phone and email.
● Thoroughly document higher-level issues and follow up with the team.
● Describe software-related issues or actions to be taken and follow up with the technical team via a technological tool.
● Conduct product and hardware tests to properly diagnose issues and follow up with the technical team.
● Participate in team meetings related to technical support.
● Collaborate with other members of the team to ensure quick and effective issue resolution.
● Gather information on recurring issues or customer suggestions to continuously improve the product.
● Participating in improving the current knowledge base and creating the new one in connection with the upcoming version.
● Importing files into clients' systems.
● Participate in client onboarding.

Required Skills:

● Customer service experience.
● Bilingual (English and French).
● Strong verbal and written communication skills, with a demonstrated ability to explain technical concepts clearly and understandably.
● Comfortable with technology and quick to learn software applications.
● Ability to analyze situations and solve problems quickly.
● Ability to work independently while demonstrating good teamwork skills.
● Excellent organizational skills and note-taking ability.
● Demonstrate proactivity in task execution and in interactions with clients.

Key Qualifications:

● Practical knowledge of POS systems or similar software.
● Proficiency with ticketing tools (e.g., Jira, HubSpot).
● Comfortable using artificial intelligence (AI) tools.
● Experience in retail