Support Specialist (Bilingual in French)

4 months ago
Full-time
Junior
Customer and Technical Support
Lightspeed

Lightspeed

Lightspeed is a leading point of sale (POS) and commerce platform that provides independent businesses with end-to-end solutions to manage inventory, customer management, sales, and analytics across all channels. With offices worldwide, Lightspeed help...

Professional Services
1K-5K
Founded 2005

Description

  • Provide technical support to merchants through chat, phone, and email channels.
  • Troubleshoot product usage issues and diagnose root causes across hardware and software problems.
  • Analyze system behavior, logs, and customer workflows to identify effective resolutions.
  • Guide customers through POS systems, back-office functionality, and third-party integration issues.
  • Use sound judgment to choose the most efficient troubleshooting path in time-sensitive situations.
  • Document troubleshooting steps, observations, and outcomes to support accurate case tracking.
  • Escalate complex technical issues according to established procedures when deeper investigation is needed.
  • Stay current on product features, support tools, and operational processes through ongoing learning and training.
  • Deliver empathetic, customer-focused service using strong communication and conversation-guiding skills.
  • Collaborate with internal teams and support teammates through knowledge sharing and problem-solving.
  • Identify recurring issues, documentation gaps, and opportunities to improve the support experience.

Requirements

  • Exceptional French and English written and verbal communication skills.
  • Availability to work on weekends is required.
  • At least 1 year of customer service experience in a support role.
  • Experience troubleshooting software applications, POS systems, or business software environments.
  • Familiarity with computer hardware, networking basics, and software troubleshooting practices.
  • Experience in retail or hospitality environments is considered an asset.
  • Fluency in English as a working language is required because the company operates globally outside Quebec.

Benefits

  • Flexible work environment that supports doing your best work.
  • Flexible paid time off and remote work policies.
  • Equity options.
  • Contributions to your pension plan.
  • Training opportunities to grow your skills and career.
  • Health and wellness credit.
  • Time off to volunteer and give back to your community.
  • Enhanced parental leave.
  • Computer purchase program for a personal MacBook.

Interested in this position?

Apply directly on the company website

Apply Now

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